Marriott International - Montgomery, AL
posted 3 months ago
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 for a speedy resolution of customer issues. The position is critical in achieving improved Mean-Time-To-Resolution and reducing recurring incidents, ensuring 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 is responsible for utilizing ticketing tools and customer engagement tools to ensure a positive customer experience and enhance Level 1 agent effectiveness. This includes escalating issues to appropriate Marriott business units and service providers, creating and modifying knowledge articles, and facilitating the entire contact resolution process from initial contact to resolution. The role also involves acting as a subject matter expert for Application Support Analysts and customers, providing guidance and training to level one team members on issue resolution and problem management. In addition to these responsibilities, the Senior Analyst contributes to the Knowledge Base to improve issue resolution speed and supports enterprise processes such as incident management, change management, and problem management. The position requires strong communication skills, the ability to build effective relationships with business partners, and a commitment to continuous service improvement. The Senior Analyst is expected to demonstrate leadership qualities, manage change effectively, and drive results while maintaining a customer-centric approach.