Posted on: November 10, 2018
Technical Analyst Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?JOB SUMMARYTheNetwork Services Technical Analyst position will be part of a team thatprovides day-to-day management and technical oversight for the IP Voice systemssupporting Group Sales offices and Customer Engagement Centers (CECs) locatedthroughout the world. He/she will beresponsible for the daily operations and configuration of the CEC VoiceServices infrastructure in support of Customer Care, Sales and MarriottRewards. This includes but is notlimited to the Avaya Call Center Technologies platform, Unity Voice Mail,Interactions IVR, Oracle SBC's (formally Acme) and their respectedperipherals. The individual will beinvolved in key activities from project lead, deployment, and operationalreadiness.CANDIDATEPROFILEEducationand Experience Bachelor'sDegree in Telecommunications or Data Networking or technical certification equilvalent may besubstituted 5+years experience of technical support experience with ACD/PBX, adjuncts andinterfaces in a multi-site call center environment. AvayaCall Management Systems, Session Manager, Communciations Manager, InteractionCenter, Workforce Optimization, One-X Agent and Centeral Management, SystemManager (SMGR) highly desired. Working knowledge of various IVR technologiesincluding Avaya, Nuance and carrier based offerings. Working knowledge of SIP & Session BorderControllers Experience on voicemail and a Call AccountingSystems. Ability to review and analyze carrier billingformats to determine validity of monthly bills and to determine least costcarrier options. Experience in providing direction andperforming responsibilities via influence (as opposed to line managementauthority). Proven success in introducing major change toprocess, procedure or training. Ability to participate in on-call rotation tosupport 24x7 business operations. Experience using MS Office (including Projectand Visio) and SharePoint required. System-relatedprofessional certifications desired.CORE WORKACTIVITIES Participate in GS&CC Network Services support processes as we grow to support over 24 CECs and Regionals Sales Offices globally. Work to deploy required telephony changes, adjust route plans, add skills and troubleshoot telephony related issues. Assist to manage project implementation and operations costs. Work in a resource constrained environment and continually prioritize tasks, effort, resources and risks that the Contact Centers and Sales Offices may encounter.ManagingProjects and Policies Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards. Monitors processes and evaluating information according to SOP and LSOP requirements. Enforces IR policies and standards protecting company hardware, software and other resources at the property. Directs maintenance of equipment and installed software applications inventory for property ensuring compliance with licensing regulations.Maintaining TelecomGoals Develops specific goals and plans to prioritize, organize, and accomplish your work. Performs an assessment of needs, ensuring compliance with brand specific standards, budget and capital requirements. Determines priorities, schedules, plans and necessary resources to ensure completion of any property projects on schedule and according to specification. Verifies problems are correctly reported, routed, tracked and solved, with the system user being informed of situation at all times. Verifies proper asset management. Performs on-site monitoring of all projects. Verifies that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance and produces desired business results.Demonstratingand Applying Telecom Knowledge Keeps up-to-date technically and applies new knowledge to your job. Demonstrates knowledge of job-relevant issues, products, systems, and processes. Provides technical expertise and support.Leading TelecomTeam Serves as a role model to demonstrate appropriate behaviors. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Celebrates successes and publicly recognizes the contributions of team members. Provides a technical perspective to information needs along with cost/benefits understanding in an influencing role.Managingand Conducting Human Resource Activities Verifies employees are treated fairly and equitably. Verifies property policies are administered fairly and consistently.Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Analyzes information and evaluates results to choose the best solution and solve problems. Coordinates property efforts, prioritizes needs and communicates those needs to IR Shared Services and other systems staff. Manages vendors for property IT requirements functioning as escalation point for problem resolution.MANAGEMENT COMPETENCIESLeadership Adaptability - Maintains performancelevel under pressure or when experiencing changes or challenges in theworkplace. Communication -Conveys information and ideas to others in a convincing and engagingmanner through a variety of methods. Problem Solving and Decision Making - Identifies and understands issues, problems, andopportunities; obtains and compares information from different sources to drawconclusions, develop and evaluate alternatives and solutions, solve problems,and choose a course of action. Professional Demeanor -Exhibits behavioral styles that convey confidence and command respect fromothers; makes a good first impression and represents the company in alignmentwith its values.Managing Execution Building and Contributing to Teams - Actively participates as a memberof a team to move the team toward the completion of goals. Driving for Results -Sets high standards of performance for self and/or others; assumesresponsibility for work objectives; initiates, focuses, and monitors theefforts of self and/or others toward the accomplishment goals; proactivelytakes action and goes beyond what is required. Planning and Organizing - Gathers information andresources required to set a plan of action for self and/or others; prioritizesand arranges work requirements to accomplish goals and ensure work iscompleted.Building Relationships Coworker Relationships -Interacts with others in a way that builds openness, trust, and confidence inthe pursuit of organizational goals and lasting relationships. Customer Relationships -Develops and sustains relationships based on an understanding of customer needsand actions consistent with the company's service standards. Global Mindset -Supports employeesand business partners with diverse styles, abilities, motivations, and/orcultural perspectives; utilizes differences to drive innovation, engagement andenhance business results; and ensures employees are given the opportunity tocontribute to their full potential.Generating Talent and Organizational Capability Organizational Capability - Evaluates and adapts the structure of ownassignments and suggests improvements to work processes to best fit the needsand/or support the goals of an organizational unit. Talent Management - Provides support and feedback to help individualsdevelop and strengthen skills and abilities needed to accomplish workobjectives.Learning and Applying Professional Expertise Applied Learning -Seeks and makes the most of learning opportunities to improve performance ofself and/or others. Business Acumen- Understands and utilizes business information to manage everydayoperations. Technical Acumen - Understands andutilizes professional skills and knowledge in a specific functional area toconduct. Equipment Selection - Determining the kind of tools and equipmentneeded to do a job. Troubleshooting- Determining causes of mechanical or technological operating errors anddeciding what to do about it. Mechanical - Knowledge of machines,computers, tools and other equipment, including their designs, uses, repair,and maintenance. Computers and Electronics - Knowledge of circuit boards, processors, chips,electronic equipment, and computer hardware and software, includingapplications and programming. Installation- Installing computers, software, equipment, machines, wiring, or programs tomeet specifications. Repairing - Repairing machines orsystems using the needed tools. Telecommunications - Knowledge of transmission, broadcasting,switching, control, and operation of telecommunications systems. Purchasing and Materials Management - Knowledge of practices and procedures needed tomaintain material, equipment and supplies; including vendor identification andcontract negotiation, supply requisition and purchasing, and inventory control...... click apply for full job details
Keywords: Marriott, Omaha , Technical Analyst, Professions , Omaha, Nebraska
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