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Infrastructure Systems Analyst - Reservations / Revenue Management Help Desk

Marriott International

Marriott International

IT, Other Engineering
Bethesda, MD, USA
Posted on Thursday, July 4, 2024

Job Description

Job Number 24116763
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management


As a key member of the Service Desk Support organization, the Infrastructure Systems Analyst functions as a technical expert and plays a proactive role in supporting product, project, and support teams to ensure high engagement around functional, non-functional, and ad-hoc requirements for specific Marriott Business Applications.

Key Responsibilities:

  • Cross-Functional Coordination: Collaborate with various teams to address requirements related to issue resolution, ensuring quick response times, and minimizing customer impact for supported platform(s).
  • Communication: Maintain regular communication with support leadership, partners, initiative leads, and team members, providing updates on milestones and progress related to supported platform(s).
  • Requirements Gathering: Collect and consider all requirements when engaging team members on the functionality, applicability, and usability of tools and issue resolution processes.
  • Continuous Improvement: Seek out information, tools, and resources to enhance deliverables, aiming for a best-in-class support model.
  • Provides exemplary Customer Service and support: Lead support initiatives such as ticket escalation management processes, knowledge management maintenance/creation, training lead and skill development for new or lesser skilled team members. Participate in quality assurance efforts and audits to ensure a seamless support experience for end users.
  • Operational Duties: Handle incident/requests intake duties as needed to meet operational goals and objectives, demonstrating excellent customer service skills and the ability to use all intake channels properly.
  • Acts as Subject Matter Expert:
    • Support Capability: Act as a subject matter expert in support of team members, participates in activities or projects aimed at improving support capability and stabilization.
    • Service Standards: Work with leadership to create and maintain ambitious service standards.
    • Interactions: Work directly with customers, team members, service providers, and IT Support Partners to enhance processes, improving Mean Time to Resolution (MTTR), reducing recurring incidents, identifying root causes, and achieving first contact resolution.
  • Work Schedule:
    • 24x7 Operation: The Support Desk operates continuously within our global enterprise.
    • Business Hours: Typically, the position works business hours in their time zone, with occasional requirements to work outside standard hours to collaborate with global teams or participate in meetings.


Education and Experience

Required Qualifications:

  • Associate Degree or equivalent work experience and/or relevant certifications
  • 5+ years of Information Technology experience including:
    • 3+ years of Business Application Support experience in Reservations and/or Revenue Management
    • 1+ years of management/leadership experience (indirect management of cross-function, sourced, or matrixed teams).
    • ServiceNow incident and catalogue experience
  • Basic working knowledge of enterprise reservations and/or revenue management systems
  • Operations subject matter expertise in supported business application platform(s)
  • Excellent customer service and team collaboration skills
  • Strong proactive support capabilities with continuous improvement mindset
  • Ability to work effective with cross-functional teams
  • Ability to deliver strong and professional written and verbal communications that are technical in nature but translated into easy-to-understand business terms
  • Flexibility to work outside standard business hours when necessary.


  • Undergraduate degree
  • ITIL certification or understanding of the ITIL framework
  • Familiarity with Jira and Confluence Tools
  • Professional Certifications such as ITSM, PM, HDI
  • Understanding of enterprise infrastructure and application support tools, frameworks. and objectives
  • Proficiency with Microsoft Office 365 and related tools to include PowerPoint, Excel, Word, and PowerBI
  • Knowledge and experience with direct support or previous usage of PMS or other Enterprise Business Application systems
  • General knowledge of Marriott business functions and Marriott business processes
  • Knowledge of business environment, service requirements and hospitality culture
  • Good process management, negotiating, influencing and problem resolution skills
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
  • Prior Leadership experience
  • Established work history of strong customer service experience.
  • Experienced in supporting change management efforts


  • Understands business and customer needs to introduce solutions that enhance profitability and expedite market entry.
  • Analyzes the current environment to detect deficiencies and recommend improvements.
  • Monitors technology industry trends to assess their impact on infrastructure delivery.
  • Participates in the evaluation and selection of infrastructure products to improve performance.
  • Establishes and supports processes that improve application usability and execution.
  • Ensures governance aligns with best practices and major initiatives.
  • Implements and promotes standard configuration and change management processes.
  • Identifies opportunities to enhance service delivery processes.
  • Initiates and maintains a communication loop for project updates, milestones, and deliverables.
  • Provides analysis and reports to align IT strategy with business goals.
  • Documents requirements for technical initiatives and builds effective support workflows.
  • Attends and takes notes at business meetings, sharing highlights with leadership.
  • Contributes to the service catalog and associated SLA documentation for application products.
  • Initiates the creation and modification of knowledge articles and business process documentation.
  • Supports Business Analysts and leaders with project deliverables, both planned and unplanned.
  • Provides timely responses to customer inquiries via phone, email, or chat following department policy.
  • Creates and updates Help Desk incident or service tickets.
  • Ensures a positive customer experience and Level 1 agent effectiveness using various tools.
  • Facilitates contact resolution for supported business applications.
  • Collects additional information from customers and clarifies service requirements and offerings.
  • Be an active customer advocate conveying severity and importance of issues to L2/L3 as well as other application support teams
  • Conduct agent ticket audits to ensure compliance with department SOPs
  • Author, Publish, Review and Maintain Knowledge as needed
  • Acts as a subject matter expert for Application Support Analysts, Customers, and Business Sponsors.
  • Performs all basic duties of an Analyst and serves as an escalation point for complex requests.
  • Ensures operational continuity and identifies procedural support gaps.
  • Contributes to the Knowledge Base to improve issue resolution speed and support capabilities.
  • Leads CRM integration initiatives to enhance data collection and workflow efficiency.
  • Trains and transitions knowledge to Application Analysts and advocates for continuous service improvement.
  • Categorizes and prioritizes incidents to meet service level objectives.
  • Enhances support workflows and escalation paths.
  • Responsible for personal work and contributing to team, department, and business results.
  • Demonstrates self-awareness and actively seeks personal and professional development.
  • Supports enterprise processes including incident, change, and problem management.
  • Provide training to existing and new team members
  • Performs other duties as assigned.
  • Oversees schedules for information systems projects, including testing, documentation, and training.
  • Consults with project teams to modify infrastructure as needed.
  • Addresses gaps post-resolution through appropriate problem management processes.
  • Escalates issues to appropriate business units and Service Providers as needed.
  • Contributes knowledge and skills to the IT discipline to support team and department goals.
  • Works independently to complete complex tasks and provides guidance to the team.

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 to $134,991 annually.

Colorado Applicants Only: The salary range for this position is $63,150 to $122,722 annually.

Hawaii Applicants Only: The salary range for this position is $76,410 to $134,991 annually.

New York Applicants Only: The salary range for this position is $63,150 to $134,991 annually.

Washington, D.C. Applicants Only: The salary range for this position is $69,465 to $122,722 annually.

Washington Applicants Only: The salary range for this position is $67,724.80 to $134,991 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 28 days after the date of this posting, July 3, 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.

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.