Application Support Analyst (1 Year Contract) - Toa Payoh

This is a contract position.

• Facilitates the entire call resolution process from initial contact (call or email) to resolution for a supported Marriott’s FOSSE property management system
• Resolves many of the call requests independently. Escalates issues, as needed, to appropriate Marriott stakeholders and Service Providers and documents requests following 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.
• Requires shift work flexibility as the Help Desk operates 24x7x365.

• Education and Experience Required:
• 3+ years’ experience in one of the following: Hospitality or hotel using a PMS system or customer service business application support Call/customer care center experience Computer support High school diploma or equivalent (GED)
• Proficiency in Microsoft Outlook, Excel, IE and Word. Preferred: Core working knowledge of a PMS system
• Established work history of strong customer service Ability to effectively facilitate complaint resolutions
• General knowledge of Hospitality business functions and business processes 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 FOSSE 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 FOSSE 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.
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
• Performs other duties as appropriate.

• Leadership Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Managing Execution Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
• Building Relationships Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Generating Talent and Organizational Capability Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Technical Specialization — basic understanding of the major technologies in an area of specialization required to perform immediate tasks.
• Utilizes existing tools and environment to support tasks.
• Participates in technology evaluations and selections.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, typing, etc.).
• Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.