Marriott International - Trenton, NJ
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, and contributing to the Knowledge Base to improve issue resolution speed. In addition to these responsibilities, the Senior Analyst leads CRM integration initiatives that drive data collection and workflow efficiency, documents requirements for technical initiatives, and builds effective relationships with business, service providers, and internal support teams. The position requires a proactive approach to identifying procedural support gaps and enhancing support workflows, ensuring operational continuity and meeting service level objectives. The Senior Analyst is also expected to support enterprise processes, including incident management, change management, and problem management, while demonstrating a commitment to personal and professional development.