SeniorFull TimeChange ManagementCustomer Relationship Management
+2 more
Process ImprovementServiceNow
JOB SUMMARY
The Senior Application Support Analyst serves as a technical support subject matter expert for Reservation and Revenue Management platforms, providing advanced troubleshooting, incident analysis, workflow optimization, and application support for property users and internal support teams. This role uses ServiceNow, telephony/ACD data, knowledge management tools, reporting, and operational metrics to diagnose issues, improve ticket categorization, reduce recurring incidents, and accelerate mean time to resolution. The Senior Analyst partners with business stakeholders, service providers, and IT support teams to analyze system behavior, document technical requirements, strengthen escalation pathways, and continuously improve the end-to-end support model. The primary responsibility of this role is to deliver a reliable, seamless, and technically sound support experience for the Reservation and Revenue Management Systems user community.
Education and Experience
Required:
- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent work experience.
- 5+ years of experience supporting enterprise business applications, preferably in a 24x7 service desk, application support, hospitality technology, or operations environment.
- Demonstrated experience of troubleshooting application issues, analyzing incident trends, documenting technical findings, and supporting incident, problem, and change management processes.
- Working knowledge of IT service management tools, ticket categorization, knowledge management, reporting, and operational support metrics.
- Demonstrated proficiency in spoken and written English is required to effectively communicate with global stakeholders, document technical information, and deliver exceptional customer service.
- Experience identifying continuous improvement opportunities through shift-left analysis, including evaluating recurring incidents, support trends, knowledge gaps, and escalation patterns to reduce demand on higher-tier support teams.
- Strong written and verbal communication skills, with the ability to translate technical issues into clear business-facing updates
CORE WORK ACTIVITIES
- Provide advanced application support for Reservation and Revenue Management systems, including issue triage, troubleshooting, impact assessment, and resolution coordination.
- Use ServiceNow, telephony/ACD, chat, reporting, and knowledge management tools to improve ticket quality, support workflow efficiency, and Level 1 agent effectiveness.
- Analyze incident trends, recurring issues, categorization gaps, and operational data to identify opportunities for root cause analysis, process improvement, automation, and knowledge article development.
- Serve as a technical escalation point for complex functional, operational, and application support requests across supported Marriott business applications.
- Partner with business stakeholders, service providers, product teams, and internal support teams to investigate issues, validate impacts, coordinate resolution activities, and strengthen escalation paths.
- Create and maintain knowledge articles, operational runbooks, troubleshooting guides, process documentation, and support procedures for analysts, support partners, and business users.
- Document business and technical requirements for support workflow improvements, CRM integrations, reporting enhancements, and operational initiatives.
- Support enterprise ITSM practices, including incident management, problem management, change management, service request fulfillment, and post-incident follow-up.
- Contribute to operational reporting by reviewing ticket trends, backlog, aging, escalation volumes, service level performance, and knowledge effectiveness.
- Train, coach, and mentor Application Support Analysts and Level 1 support teams on application functionality, troubleshooting steps, escalation criteria, and support procedures.
- Identify procedural support gaps and recommend improvements that strengthen operational continuity, reduce recurring incidents, and improve mean time to resolution.
- Participate in business meetings, operational reviews, training sessions, and technical discussions; capture key actions and communicate relevant updates to leadership and support teams.
- Serve as a customer advocate for Marriott business applications while balancing user experience, technical feasibility, operational risk, and service level commitments.
- Perform other duties as appropriate or assigned.
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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International is the world’s 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.
