Senior Analyst, IT Field Support

Specific Job Summary

Position works with Information Technology (IT), Corporate, Resort Operations, Contact Centers, and Marketing and Sales to provide daily support and tactical support of site technology projects, department initiatives, and division-wide IT projects.

The position is responsible for day-to-day support, management & execution of assigned technology projects, and achieving project goals while following IT processes. This position serves as a liaison between IT and the on-site business operations for Corporate, Resort Operations, Contact Centers, and Marketing and Sales teams.

This position is responsible for managing the daily efforts of supporting and installing computer and printing endpoints, end-user business technology applications, and miscellaneous equipment and peripherals for MVW IT customers. This position has the overall responsibility for ensuring that desktop solutions provided to a user are functioning correctly at their installed point. This position is required to work closely with all business management teams while developing and maintaining effective relationships. This position works within established SLAs with IT. This position provides direction and guidance to customers regarding their current and future computing resources and service needs.

This position is responsible for identifying, resolving, and documenting software and hardware failures reported by MVW users or the IT Service Desk. This position acts as liaison/consultant to corporate offices, contact centers, resort, and sales galleries with regards to 3rd party vendors (Point of Sale, Property Management Systems, Guest Wi-Fi, Security and Key Systems, EMS, Boarding Pass kiosks, Reader boards/Displays) for projects and support.

Responsible for leading installation resource teams for Field Services, Network Engineering, Voice Engineering, and Site Deployment infrastructure-related projects ranging in complexity to ensure activities are completed within budget and on schedule. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries regarding providing estimates for projects, budget tracking, and managing expectations of those estimates.

This position is responsible for the business areas assigned (Corporate, Resort, Contact Center, Marketing, and Sales) and may be required to assist with other assignments or business areas as needed. This position has accountability for all hardware, software, and communications support for an assigned area. Coordinate technology installations, troubleshooting, and technology maintenance efforts with various technology vendors. Provides leadership in daily support needs. Provides 2nd level support and establishes/participates in coverage for support of systems. Has working knowledge of the technology equipment and processes.

Specific Expected Contributions

• Shift work and travel may be required.

• Ability to use a personal smart cell phone for communication, during and outside of regular work hours.

• Ability to physically operate in a fast-paced environment.

• Must be able to work "on-call" in a 24x7 environment.

• Provides leadership for Tier-2 support of computer and printing endpoints and miscellaneous equipment and peripherals.

• Ability to follow procedures accurately and consistently.

• Completion of required documentation within the specified timeframe for asset tracking and billing purposes.

• Adapts and positively reacts to changes within the work environment.

• Promotes continuous improvement standards as related to the work environment

• Ability to guide the customer into the IT process to achieve their needs and manage user expectations.

• Ability to work as a team member or leader at times in resolving issues.

• Oversee the installation of operating systems (desktop images) and application system software; test software functionality, including interfaces to other property equipment and communications between property and corporate equipment; test all telecommunications links and equipment as required.

• Assist local vendor representatives and other members of the installation team with installations.

• Provide the interface between the local vendor representative and management staff while working at an MVW resort site, corporate office, marketing, and sales gallery or contact center.

• Appropriately respond to and resolve system installation problems as they occur and follow established procedures for problem escalation and follow-up.

• Responsible for financial work estimates for projects and departments, budget tracking, and managing expectations of those estimates

• Provide individual guidance with primary navigation through Windows OS and MVW applications.

• Appropriately respond to and resolve system problems related to system and software operating procedures while on property.

• Completion of required documentation within the specified timeframe for asset and problem tracking purposes.

• Communicates to change management, site phases, and new development enhancements

• Provides status updates and comments to the project owner(s), management, and team participants.

• Must be a self-starter, well organized, and detail oriented.

• Excellent customer service skills.

• Excellent communication skills and mature judgment.

• Position requires the ability to work effectively with others (team player).

• Ability to work under pressure and manage multiple priorities.

• Intermediate network cabling/wiring knowledge and abilities.

• Ability to frequently lift equipment that can range up to 30lbs.

• Ability to perform physical activities such as bending, kneeling, crawling, and squatting multiple times daily, and standing for extended periods.

• Special projects as assigned by Support Manager or Director.

Specific Candidate Profile

Education

Requires BS/BA degree in a technical field or equivalent technical training and on-the-job experience

Experience

• 3-4 years' work experience in technical customer service support or having equivalent kind of skills experience

• Customer Service

• Technical Problem-Solving Skills

• Current versions of Microsoft Office and Windows Technical Support

• Installation of Desktop Hardware/Software and Peripherals

• Desktop Troubleshooting Skills

• Video and Audio Web Conference Support

• Wireless Communication Support

• Intermediate Telephony Knowledge and Support

• Intermediate VOIP knowledge and support

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.