FLEX Analyst - Sales and Catering Application Support

This is a temporary position.

JOB SUMMARY

Facilitates the entire call resolution process from initial contact (call, portal, or chat) to resolution for a supported Marriott business application (CI/TY, SFAWeb/OneSource, and MSA). This includes basic network connectivity and troubleshooting. Other Marriott standards may also be required to support. Resolves contact requests independently. Escalates issues, as needed, to appropriate Marriott business units and Service Providers and documents all requests using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager the Help Desk operates 24x7x365.

CANDIDATE PROFILE

Education and Experience

Required

• 3 years� experience in business application support in a call center environment, customer service or hospitality industry.
  
• High school diploma
  

Preferred:

• BS/BA from accredited University or College
  
• Professional Certifications to include: ITSM, PM, HDI
  
• Core working knowledge of Marriott�s primary business applications and systems
  
• Established work history of strong customer service
  
• Ability to effectively facilitate complaint resolutions
  
• General knowledge of Marriott business functions and Marriott business processes
  
• Strong communication skills (written and verbal)
  
• Skilled at listening and persuading
  
• Experienced in supporting change management efforts
  
• Strong team orientation
  
• Experience using a Knowledge Management product
  
• Proficiency with Microsoft Office 365 products, Windows 10. Edge, Chrome, and general desktop / laptop troubleshooting.
  

CORE WORK ACTIVITIES

• Work with users via Chat, phone or tickets
  
• Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements
  
• Provides level 1 and additional problem determination and support for specific Marriott supported applications using documented procedures and available tools
  
• Functions as the customer advocate for Marriott business applications
  
• 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.
  
• Assists other analysts as necessary with support issues and escalations.
  
• Allocates own time effectively to meet goals in a manner that does not disadvantage other associates or groups
  
• Participants in team training when appropriate
  

MANAGEMENT COMPETENCIES

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 include:

• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, 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.
  

The pay range for this position is $23.31 to $40.63 per hour.

Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.

FLEX opportunities 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, 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 14 days after the date of this posting, August 5, 2025.

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.

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.

Job Details

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Job title

FLEX Analyst - Sales and Catering Application Support

Position Type

Full Time

Job ID

25126452

Additional Info

Career area

Information Technology

Location(s)

Marriott International HQ

Beware of recruiting scams. Marriott maintains a ‘no fees’ recruitment policy. We do not ask for money or charge fees to an applicant as part of the application process.