Business Support Analyst in Lakeland Corporate Headquarters at Marriott Vacations Worldwide Call Center

Date Posted: 9/5/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
 
Position Summary

CLS Generic Position Summary As a member of the professional staff, contributes general knowledge and skill to the information technology discipline to support team and/or department objectives. Generally works under close supervision or within well-established guidelines to complete routine tasks. Specific Job Summary To maintain ownership of all MVW system access requests for the MVW Network and all MVW applications. Create, monitor and remove access as necessary in a timely manner while ensuring compliance with Sarbanes-Oxley and internal audit requirements. Satisfy a reasonable customer SLA while utilizing all process documentation and strong customer service skills. Contribute general knowledge and skill in the Access Management and Compliance area to support team and/or department objectives. CLS Generic Expected Contributions * May perform the following types of basic tasks: analysis, auditing, budgeting, forecasting, programming, research, report generation, and software integration. * Responds to, solves and makes decisions on standard/routine business requests with limited risk. * Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff. * Assists more senior associates in achieving business results by: o utilizing technical knowledge and skills to enhance business processes. o establishing priorities for self and, where appropriate, others. o allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups. o contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc). * 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. Specific Expected Contributions * Provide training to 1st level support staff to help reduce time to resolution on application related trouble calls * Utilize Request Ticketing System to document all work performed related to assigned trouble calls and service requests to ensure compliance with access procedures and SLA's. * Utilize service catalog to document all work performed related to assigned service requests to ensure compliance with access procedures and SLA's. * Ability to quickly adapt and react to changes within work environment. * Ability to work as a team member or leader, at times, resolving customer issues. * Properly respond to and resolve system problems as they occur and follow established procedures for problem escalation and follow-up. * Provides status updates and comments to management and/or team. * Special projects as assigned by Lead Business Support Analyst or Support Manager. * Responsible for all Access Management requests using documented processes and available tools. * Manage all terminations and separations to ensure timely removal of access from MVWC Systems. * Provide accurate and timely updates to ticketing system and service catalog requests to assist team members in obtaining status information on requests in progress. * Maintain a high level of customer satisfaction with MVWC Business customers and all IT associates working within the defined process. * Escalate all issues and roadblocks that hinder the process and/or delay access for associates. * Perform quality reviews of all requests for accuracy and completeness. * Applies and practices continued process improvement and customer product quality. * Must be flexible with work schedule. * Demonstrate an awareness of personal strengths and areas of improvement and act independently to improve and increase skills and knowledge. * Must be flexible with work schedule. * Hours of Operation: M-S: 24-hour coverage; Will be asked to cover 'on-call' hours not listed with company cell phone. * Current Primary Shift Required: Monday through Friday 9am to 6pm Specific Candidate Profile Education/Certifications Required: 3-4 years working experience in high volume, high-paced, results oriented business environment with a focus on customer service and application administration. Preferred: BS/BA degree in business, in addition to above. Latest ITIL certificate. Experience Required: 3-4 years experience in application or technical customer service support and application administration. Knowledge of Service Level Agreement, Sarbanes-Oxley guidelines, Online Service Catalog. Preferred: 3-4 years experience in customer service and incident management. Knowledge of ITIL Access Management process. Skills Required: Good verbal/written communication and organization skills. Basic technical/enterprise application experience. Strong technology and computing skills, including experience with operating systems, business and operations applications. Excellent documentation skills and must be self-motivated, analytical, diplomatic and driven. Knowledge and understanding of Service Level Agreement, Sarbanes-Oxley guidelines and internal audit requirements. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.