Application Support Analyst

This is a 1 Year Contract position.

**JOB SUMMARY**
- Resolves many of the call requests independently. Escalates issues, as needed, to appropriate Marriott stakeholders and Service Providers and documents requests following established procedures.
- Contributes general knowledge and skill to the information technology discipline to support team and/or department objectives.
- Works within well-established guidelines to complete routine tasks.
- Requires shift work flexibility as the Help Desk operates 24x7x365.

**CANDIDATE PROFILE**
- Education and Experience Required:

- Proficiency in Microsoft Outlook, Excel, IE and Word. Preferred: Core working knowledge of a PMS system
- Established work history of strong customer service Ability to effectively facilitate complaint resolutions
- General knowledge of Hospitality business functions and business processes Strong communication skills (written and verbal)
- Skilled at listening and persuading
- Experienced in supporting change management efforts
- Strong team orientation

**CORE WORK ACTIVITIES**:

- Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements
- Records incidents and status information in Service Now tool per established service level agreements; communicates resolution and/or next steps to the customer
- Attends business meetings/training as necessary
- Determines and assigns priorities for incidents
- Determines appropriate escalation to Marriott business units or Service Providers Responsible for own work and contributing to team, department and/or business results.
- Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
- Performs other duties as appropriate.

**COMPETENCIES**
- Leadership Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
- Managing Execution Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
- Building Relationships Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
- Generating Talent and Organizational Capability Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
- Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- Technical Specialization — basic understanding of the major technologies in an area of specialization required to perform immediate tasks.
- Utilizes existing tools and environment to support tasks.
- Participates in technology evaluations and selections.
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.Basic Computer Skills - Using basi