Application Support Analyst - Lightspeed PMS

As a member of the Help Desk Support organization, the Application Support Analyst provides first level hotel operations, functional, and technical troubleshooting support for Marriott’s LIGHTSPEED Property Management system. Facilitates the entire call resolution process from initial contact (call or email) to resolution. The Analyst resolves many contact requests independently, escalates issues as needed to the appropriate Marriott stakeholders and Service Providers, and documents requests using 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. The Help Desk operates on a 24x7x365 basis and shift work flexibility is required in this role.

 CANDIDATE PROFILE 

Education and Experience 

Required:

• 1 years’ experience in at least one of the following:
  • Hospitality or hotel industry using a PMS system or customer service business application support 
  • Call center or customer care center experience
  • Computer support
• 2 years’ experience in a contact center, customer service or hospitality environment
• High school diploma or equivalent
• Proficiency in Microsoft Outlook, Excel, IE and Word. 

Preferred:

• Undergraduate degree from accredited University or College
• Core working knowledge of a PMS system and/or Marriott’s primary business applications and systems 
• General knowledge of Marriott business functions and Marriott business processes
• Established work history of strong customer service 
• Ability to effectively facilitate complaint resolutions
• Strong communication skills (written and verbal)
• Skilled at listening and persuading
• Experienced in supporting change management efforts
• Strong team orientation

CORE WORK ACTIVITIES 

• Provides level 1 problem determination and support for Marriott’s LIGHTSPEED PMS and integrated applications using documented procedures and available tools
• 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
• Functions as the customer advocate for Marriott’s LIGHTSPEED PMS application
• 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.
• Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
• Assists other analysts as necessary with support issues and escalations. 
• Performs other duties as appropriate.

Managing Work, Projects, and Policies 

• Coordinates and implements work and projects as assigned.
• Complies with Federal and State laws applying to procedures.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Manages the flow of questions and directs questions.

COMPETENCIES

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.

Salary : $57,806 - $100,198