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Additional Information

**Job Number** 25166568

**Job Category** Information Technology

**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20Wisconsin%20Avenue%2C%20Bethesda%2C%20Maryland%2C%20United%20States%2C%2020814)

**Schedule** Full Time

**Located Remotely?** Y

**Position Type** Management

**Pay Range:** $47.30-$77.45 per hour

This is a temporary position.

JOB SUMMARY

As a member of the Digital Guest Services Application Support team, the Senior Analyst, Digital Guest Services Applications Support will serve as a primary SME for Mobile Key services within the Marriott ecosystem and be primary resource responsible for resolution of Mobile Key incidents, to include triage, and escalations to appropriate key vendors, PMS teams and infrastructure teams as needed.

The Senior Analyst, Digital Guest Services Application Support will serve as the technical SME for application support efforts related to key vendors, and various Marriott Support teams, GIS, and global hotel operations. This person will also be involved in the onboarding and support of Mobile Key Vendor partners to ensure they have the necessary tools and resources to remediate mobile key incidents within the Marriott ecosystem.,

Demonstrate technical and situational awareness in the timely resolution of mobile key issues; build relationships through hard lines and dotted lines and foster a team spirit and a highly collaborative environment. This role will engage key stakeholders to drive the execution of support processes to ensure a consistent reliable experience with Mobile Key for guests and properties.

CANDIDATE PROFILE

Education and Experience

• Four-year degree from an accredited university in Business Administration, Computer Science, or related major, or equivalent experience.

• 6 years’ experience in technology operations, global operations, or related professional area.

• Experience with supporting Mobile Key technologies and vendors.

• Experience with one or more Marriott PMS systems, (FSPMS, Opera, Lightspeed, FOSSE).

• 1 year experience within ITIL Service Availability processes and tools, Service Now, ADSP, Splunk, Tableau.

• Experience with troubleshooting technical issues, analyzing application and system logs

• Demonstrated ability to deliver results under challenging conditions, particularly when faced with complexity, ambiguity, and aggressive timelines.

• Experience with Agile processes and tools, i.e. Jira, Confluence

• Ability to break down mobile key support processes into manageable repeatable steps while delivering consistent experience.

• Ability to pivot from existing plan to address any unforeseen circumstances and maintain calm within support teams and key vendors.

• Ability to identify new opportunities to drive better mobile key experiences and/or incremental reliability.

• Excellent communicator, both written and spoken. Must be able to document and evangelize consistent support processes.

• Strong problem-solving skills and able to guide technical and support teams to identify issue root cause and appropriate remediation.

CORE WORK ACTIVITIES

• Remediate mobile key incidents in a timely fashion, per established SLAs. Identify trends and patterns that can potentially lead to product improvement efforts to prevent recurring incidents.

• Execute BAU activities in the support of the mobile key program, (remediate component accounts & PKI certificates)

• Support the execution of clear mobile key escalation processes amongst multiple support disciplines to drive lower MTTR.

• Provide support to key vendor partners with regard to access to Marriott resources and tools, to include onboarding and maintenance of credentials and smart key.

• Monitor Key Vendor Incident dash boards to ensure SLAs are being met and tickets addressed in a timely fashion.

• Support of SLAs with partners and reporting/analytics.

• Support key vendor product certification and establish/modify appropriate support process documentation.

Demonstrating and Applying Discipline Knowledge

• Provides technical expertise and support to persons inside and outside of the department.

• Demonstrates knowledge of job-relevant issues, mobile key products, systems, and processes.

• Demonstrates knowledge of function-specific procedures.

• Keeps up-to-date technically and applies new knowledge to job.

Additional Responsibilities

• Proven ability to work with cross-functional teams in support of consistent reliable mobile key experience.

• Ability to recognize and engage partners as needed to solve problems quickly.

• Demonstrated comfort with evangelizing mobile key support best practices.

• Dynamic interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.

• Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach.

• Effective written and oral communications skills with sensitivity to global communication needs

• Thrives in a fast-paced, entrepreneurial environment.

• Proficiency in Office software products and digital collaboration tools

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.

• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

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.

• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

• 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

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• 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

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

• 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 - Understands and utilizes 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.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

o Reading Comprehension – Understands written sentences and paragraphs in work related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.

_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._

All locations offer 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. Click here (https://life.marriott.com/wp-content/uploads/2025/09/benefitsoverviewf\_2025edits\_8.19.25.pdf) to learn more.

Full-time positions also 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, and paid parental leave.

**Washington Applicants Only** : Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

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.

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.