Job Description

Job Number 24036961
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management

JOB SUMMARY

As a member of the IT Service Delivery organization, the support analyst provides first level hotel operations, functional, and technical troubleshooting support for Marriotts mobile applications and Mobile Guest Services. This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business or global technology units and Service Providers. Case notes will be clearly documented using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. The Service Desk operates on a 24x7x365 basis and flexibility with schedule is critical in this role.

CANDIDATE PROFILE

Education and Experience

Required:

• 3+ years general work experience including at least one year of experience in one or more of the following:

\xef\x82\xa7 Business application support in a call center environment
\xef\x82\xa7 Technical customer service
\xef\x82\xa7 Hotel front or back office (sales, rooms operations)

• High school diploma or equivalent

Preferred:

• Professional Certifications such as ITSM, ITIL, HDI
• Experience using contact center tools to include incident ticketing systems, call distribution systems, and other customer chat.
• Experience supporting mobile device application and operating systems
• Core working knowledge of Marriotts primary business applications and systems
• Established work history of strong customer service
• Ability to effectively facilitate complaint resolutions
• Experience with direct support or previous usage of multiple Property Management Systems or Business Application systems
• Strong communication skills (written and verbal)
• Skilled at listening and persuading
• Experienced in supporting change management efforts
• Strong team orientation
• Experience using a Knowledge Management product
• Proficiency with Microsoft Office products and general desktop / laptop troubleshooting.

CORE WORK ACTIVITIES

• Answers phones in a timely manner and using appropriate scripts and language as per department policy
• Responds in writing via email or chat to customer inquiries per department policy
• Creates and updates Help Desk incident or service tickets as defined by department procedures and policies
• Provides excellent customer service and follow-up for all customers who call into the Help Desk.
• Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
• Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
• Assists other analysts as necessary with support issues and escalations.
• Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
• Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
• Responds to, resolves and makes decisions on standard/routine business requests with limited risk.
• Responsible for own work and contributing to team, department and/or business results.
• Follow internal and external Service Level Agreements and standard operating procedures of the team.
• Performs other duties as appropriate

California Applicants Only: The pay range for this position is $22.97 to $48.17 per hour.

Colorado Applicants Only: The hourly pay range for this position is $22.97 to $43.79.

Hawaii Applicants Only: The pay range for this position is $27.79 to $48.17 per hour.

New York Applicants Only: The pay range for this position is $22.97 to $48.17 per hour.

Washington Applicants Only: The hourly pay range for this position is $22.97 to $48.17. In addition, the position is eligible for an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 21 days or update per Comments after the date of this posting, 3/4/2024.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the worlds largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott