IT Infrastructure Systems Analyst

As a member of the Service Desk Support organization, the Infrastructure Systems Analyst functions as a technical expert and proactively works with product, project, and support teams to provide a high level of engagement around functional, non-functional, and ad-hoc requirements in support of the Marriott Digital & Mobile Applications (GXP, Mobile Key, Mobile Check In, Mobile Dining). Coordinates cross-functional groups to address requirements, questions, or potential opportunities, enhancements or issues quickly to eliminate or minimize customer, project and support impact. Coordinates regular communication with the Application and Department leaders of project and department milestone updates. Collect and consider all requirements when engaging project team members related to the functionality, applicability, and usability of the tools. Proactively seeks out information, tools, and resources to improve the end-result deliverable to generate a best-in-class support model.

CANDIDATE PROFILE

Education and Experience

Required:

• Associate Degree or equivalent work experience and/or relevant certifications
• 5+ years' experience in business application support in a call center environment or technical service desk
• 2+ years hotel hospitality experience or hotel application support experience
• 2+ years' experience supporting customer facing mobile applications
• 1+ years' experience working with ServiceNow incident, knowledge management, request and reporting.
• 1+ years' experience using project management tools and templates
• Understanding of enterprise infrastructure and application support tools, frameworks. and objectives
• Exceptional customer service and team collaboration skills
• Ability to deliver strong and professional written and verbal communications that are technical in nature but translated into easy-to-understand business terms
• Proficiency with Microsoft Office 365 and related products to include browsers and plug-ins and general desktop / laptop troubleshooting.

Preferred:

• Undergraduate degree
• 1+ years' experience working with Jira Application
• ITIL certification and understanding of ITSM framework
• Good process management, negotiating, influencing and problem resolution skills
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to effectively facilitate issue resolutions to achieve customer and partner satisfaction
• General knowledge of Marriott business functions and Marriott business processes
• Knowledge and experience with direct support or previous usage of multiple Property Management Systems or Business Application systems
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action

CORE WORK ACTIVITIES

• Understands the business and customer needs to introduce solutions that grow the bottom line and/or speed time to market.
• Establishes and supports processes that enhance usability of the application and support execution
• Supports Business Analyst and leaders with planned and unplanned project deliverables
• Initiates communication loop of project updates, milestones, and deliverables
• Contributes to service catalog and associated SLA documentation for existing and new application products
• Participates in the evaluation and selection of infrastructure products to improve team and application performance
• Supports governance based on best practices and ensure proper alignment to projects and major initiatives
• Supports analysis of the current environment to detect critical deficiencies and recommend solutions for improvement.
• Supports analysis of technology industry and market trends to determine their potential impact on the infrastructure delivery.
• Monitors and determines schedules for information systems projects including testing, documentation, and training.
• Provides current state analysis and reports to assist in aligning systems strategy and planning with business strategy and goals.
• Consults with project teams to identify when it is necessary to modify infrastructure to accommodate project needs.
• Supports, implements, and promotes standard configuration and change management, processes and practices.
• Follows up after resolution to confirm that process, skill, service, and other gaps are address through appropriate problem management processes.
• Follows up with customers to collect additional information and provide service documentation to provides clarity around requirements and current service offerings
• Identifies opportunities to enhance the service delivery processes

Managing Projects and Policies

• Assists in setting best practice and governance procedures.
• Reviews product documentation for compliance with standards and customer expectations.
• Maintains awareness of new customer service methods.

Implementing and Managing Continuous Improvement Program

• Demonstrates continuous improvement through metrics of quality, consistency, and client satisfaction
• Works with service providers, IT teams, and business partners to implement continuous improvement activities
• Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction

California Applicants Only: The salary range for this position is $66,560.00 to $134,991.00 annually.

Colorado Applicants Only: The salary range for this position is $63,150.00 to $122,722.00 annually.

Hawaii Applicants Only: The salary range for this position is $76,410.00 to $134,991.00 annually.

New York Applicants Only: The salary range for this position is $63,150.00 to $134,991.00 annually.

Washington Applicants Only: The salary range for this position is $67,724.80 to $134,991.00 annually. In addition to the annual salary, the position will be eligible to receive 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 after the date of this posting, 01/30/2024.

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.