Senior Application Support Analyst

Position Summary

The Senior Application Systems Analyst serves as a subject matter expert providing advanced support for reservation and revenue management systems. This role focuses on resolving user issues, improving support workflows, and enhancing customer experience through efficient incident management and continuous service improvement. The analyst collaborates with business stakeholders, service providers, and IT teams to ensure seamless system performance and reduced incident recurrence.

Scope

Location: London

Role Type: Individual Contributor

Key Responsibilities

• Provide expert-level application support and act as escalation point for complex issues
• Manage end-to-end incident resolution using ServiceNow, phone, chat, and knowledge tools
• Improve categorisation, workflows, and processes to reduce incidents and resolution times
• Collaborate with internal teams, service providers, and business stakeholders
• Develop and maintain knowledge articles and process documentation
• Support CRM integration initiatives and technical requirements documentation
• Ensure adherence to ITIL processes (incident, problem, and change management)
• Train and mentor junior analysts and support team members
• Identify gaps and drive continuous improvement in support operations
• Advocate for customer needs and enhance overall service experience

Candidate Profile

Experience

• 3+ years of experience in application support, customer service, or hospitality environments
• 3+ years experience with reservation systems (e.g., MARSHA or similar platforms)
• Experience working in a 24/7 service desk or call centre environment
• Strong track record of customer-focused support delivery

Skills & Competencies

• Strong written and verbal communication skills
• Expertise in incident management and ticketing systems (e.g., ServiceNow)
• Problem-solving and analytical thinking skills
• Ability to prioritise, categorise, and resolve incidents effectively
• Knowledge of property management systems and business applications (preferred)
• Stakeholder management and collaboration skills
• Ability to train others and share knowledge effectively
• Continuous improvement mindset and adaptability

Why Join Marriott International?

Join a global leader in hospitality where you can contribute your technical expertise to impactful systems supporting hotel operations worldwide. Be part of a collaborative, customer-focused environment that values innovation, continuous learning, and career growth.

Bring your talent expertise to the world stage. Apply today and make your mark with Marriott International.

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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.