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.
Skills 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.
- Experience 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.
- Proficiency in spoken and written English.
- Experience identifying continuous improvement opportunities through shift-left analysis, including recurring incidents, support trends, knowledge gaps, and escalation patterns.
- Strong written and verbal communication skills, including the ability to translate technical issues into clear business-facing updates.
Marriott International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marriott International and has not been reviewed or approved by Marriott International .
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Retirement Support — Feedback suggests a 100% 401(k) match up to 5% of pay is a notable strength for U.S. associates. This matching structure is portrayed as reliable and beneficial for long-term savings.
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Wellbeing & Lifestyle Benefits — Feedback suggests broad wellness offerings, mental-health resources, EAP, and TakeCare programs contribute to a comprehensive package. Travel discounts for employees and eligible family are frequently highlighted as a standout lifestyle perk.
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Parental & Family Support — Feedback suggests eight weeks of paid parental leave, adoption assistance, and childcare discounts provide meaningful family support. These offerings are presented as accessible for eligible U.S. associates.
Marriott International Insights
What We Do
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,500 properties in 30 leading hotel brands spanning 132 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
