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.
