Marriott International - Nashville, TN
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 when necessary, as well as initiating the creation and modification of knowledge articles and business process documentation for team and customer use. In addition to acting as a subject matter expert for Application Support Analysts and customers, the Senior Analyst facilitates the entire contact resolution process, ensuring operational continuity and identifying procedural support gaps. 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 also contributes to the Knowledge Base to enhance issue resolution speed and provides documented processes and procedures that improve the support operating model for the department and its partners.