Application Support Analyst (FTC, 12 months)

Position Summary
As a member of the support organization this role provides call resolution support for technical and functional aspects of Marriotts Reservation Systems Sales & Catering One Yield Mobile Guest Services and Property Management Systems applications and components. This includes desktop/laptop troubleshooting browsers MI Connector and basic network connectivity and troubleshooting. Support for other Marriott standard products may also be required.

Key Accountabilities

• Provides support and level-one resolution determination for a specific Marriott business application using documented procedures and available tools.
• Records incidents in the CRM tool per established service level agreements (SLAs).
• Ensures timely resolution and escalation of incidents as needed identifies impact to the customer and assigns the appropriate priority.
• Communicates resolution and/or next steps to the customer.
• Delivers strong communication (written and verbal) able to speak with customers and document interactions in business terms.
• Works scheduled hours as required to accommodate global customer demand; schedules may be rotational or outside standard business hours.
• Works remotely from a home office environment conducive to conducting business over the phone.

Decision-Making Impact

• Functions as the customer advocate for Marriott business applications.
• Determines and assigns priorities for incidents.
• Determines appropriate escalation.

Key Customers
Support communities for One Yield Sales & Catering PMS General Managers Reservation Systems corporate business partners and other approved users of Marriott applications.

Success Measurements

• Logging at least 90% of all support efforts into CRM tracking software.
• Maintaining an average customer service quality survey score of 80% or better.
• Meeting defined closure rates for all cases as set by management.
• Arriving to work on time as scheduled.
• Completing other assigned support-related tasks within a reasonable timeframe.
• Answering ACD calls within three rings.
• Meeting or exceeding internal/external SLAs.
• Meeting requirements for usage and contributions to the Knowledgebase/SME areas of accountability.

Candidate Profile

Required:

• High school diploma or equivalent.
• 1 years experience at Marriott Systems Support Center or equivalent.
• 2 years experience in a contact center customer service or hospitality environment.
• Experience with Marriott Systems ideally in Revenue Management and our mobile Applications

Preferred:

• Undergraduate degree.
• Demonstrates an awareness of personal strengths and areas for improvement acting independently to improve and increase skills and knowledge.

Core Work Activities

Call Resolution Process

• Provides excellent customer service and follow-up for all customers contacting the support desk.
• Maintains reviews and complies with all distributed documentation for products supported or operating procedures.
• Understands proper procedures for logging into the ACD and maintaining availability when not on break or otherwise scheduled.
• Assists other analysts as needed with support issues and escalations.
• Performs basic tasks such as analysis auditing forecasting research and report generation.
• Responds to resolves and makes decisions on standard/routine business requests with limited risk.
• Takes responsibility for own work while contributing to team department and business results; may direct work of non-management staff.
• Assists senior associates in achieving business results by:
  • Utilizing technical knowledge and skills to enhance business processes.
  • Establishing priorities for self and where appropriate others.
  • Allocating time effectively to meet goals without disadvantaging other associates or groups.
  • Contributing to the department/unit budget where appropriate.
• Performs other duties as appropriate.

Why Join Marriott International
At Marriott youll find a place where your skills are valued and your contributions make an impact. Join our global team committed to service excellence innovation and inclusion. Apply today to be part of the journey.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.