Senior Application Support Analyst - Reservations Systems

$54,974 - $98,966/Yr

Marriott International - Indianapolis, IN

Full-time - Mid Level

Hybrid - Indianapolis, IN

Accommodation

About the position

The Senior Analyst at Marriott International serves as a support subject matter expert, primarily focused on resolving issues reported by property users and enhancing the overall support workflows related to the platform. This role is pivotal in promoting an exceptional customer experience and fostering a continuous improvement mindset. The Senior Analyst collaborates with customers, service providers, and IT Support Partners to improve the categorization of issues using the ServiceNow Platform and Phone System, aiming to expedite the resolution of customer issues, thereby improving the Mean-Time-To-Resolution and reducing recurring incidents. The primary responsibility of this position is to ensure a seamless support experience for the Reservations user support community. The Support Desk operates 24/7, and candidates must be available to work as required to meet business needs. The Senior Analyst will utilize ticketing tools and customer engagement tools such as telephone ACD, Chat, and the Knowledge Management database to ensure a positive customer experience and enhance Level 1 agent effectiveness. This role also involves escalating issues to appropriate Marriott business units and service providers as necessary, initiating the creation and modification of knowledge articles, and facilitating the entire contact resolution process from initial contact to resolution for supported Marriott business applications. In addition to acting as a subject matter expert for Application Support Analysts, customers, and business sponsors, the Senior Analyst will perform all basic duties of an Analyst and serve as an escalation point for more complex functional and operational requests. The role requires building effective relationships with business units, service providers, and internal support teams to deliver effective support workflows that improve the overall support model. The Senior Analyst is also responsible for documenting requirements for technical initiatives and contributing to the Knowledge Base to enhance issue resolution speed and improve the overall capability of the support operating model.

Responsibilities

• Resolve issues reported by property users and enhance support workflows.
• Promote exceptional customer experience and continuous improvement mindset.
• Collaborate with customers, service providers, and IT Support Partners to improve issue categorization.
• Utilize ServiceNow Platform and Phone System to log transactions and expedite issue resolution.
• Provide seamless support experience for the Reservations user support community.
• Use ticketing tools and customer engagement tools to ensure positive customer experience.
• Escalate issues to appropriate Marriott business units and service providers as needed.
• Initiate creation and modification of knowledge articles and business process documentation.
• Facilitate the contact resolution process from initial contact to resolution.
• Act as subject matter expert for Application Support Analysts, customers, and business sponsors.
• Serve as an escalation point for complex functional and operational requests.
• Ensure operational continuity and identify procedural support gaps.
• Contribute knowledge and skills to support team and department goals.
• Work with minimal supervision to complete complex tasks and assignments.
• Provide guidance and training to Level 1 team on issue resolution and problem management.
• Lead and initiate CRM integration initiatives to drive data collection and workflow efficiency.
• Document requirements for technical initiatives.
• Build effective relationships with business, service providers, and internal support teams.
• Provide Level 1 and additional problem determination and support for specific applications.
• Attend business meetings and training as directed, taking notes and sharing highlights with leadership.
• Train and transition functional and business operational knowledge to Application Analysts.
• Function as the customer advocate for Marriott business applications and support continuous service improvement.
• Determine, categorize, and assign priorities for incidents to meet service level objectives.
• Enhance support workflow and escalation paths for Marriott business units or Service Providers.
• Support enterprise processes including incident management, change management, and problem management.

Requirements

• High school diploma or equivalent (GED).
• 4+ years' overall experience in business application support or call center environment, customer service, or hospitality.
• 2+ years' experience with MARSHA Reservations System or other Reservations Systems.
• Strong communication skills (written and verbal).
• Ability to train others and facilitate complaint resolutions.
• Prior experience using ServiceNow or other ticketing solutions.

Nice-to-haves

• Meeting facilitation and presentation skills.
• Working knowledge of MI Hotel Property Management Systems or Property Business Applications.
• Established work history of strong customer service.
• Skilled at listening and persuading.
• College degree or working towards one.
• Strong team orientation.

Benefits

• Medical, dental, and vision coverage.
• Health care flexible spending account.
• Dependent care flexible spending account.
• Life insurance and disability insurance.
• Accident insurance.
• Adoption expense reimbursements.
• Paid parental leave.
• Educational assistance.
• 401(k) plan and stock purchase plan.
• Discounts at Marriott properties.
• Commuter benefits.
• Employee assistance plan.
• Childcare discounts.