Enterprise Application Support Analyst 1
About The Position
Choice Hotels, one of the world's largest lodging franchisors, has an exciting new opportunity as our Support Analyst 1 in the Enterprise Application Support team in IT Operations. The Enterprise Application Support Analyst provides 2nd level technical support for Choice Hotels' business processes and applications. In this role, you'll be a key contributor to the second-level technical support of Choice Hotels' enterprise applications and business processes. You'll investigate, research, and analyze a wide range of enterprise systems to resolve service requests, incidents, and disruptions—ensuring smooth and efficient operations across the organization. Are you the critical thinking self-starter that thrives in a collaborative, team oriented environment? We invite you to apply today for our Enterprise Application Support Analyst 1 role today and #MakeItYourChoice.
Requirements
- IT certification or degree, a minimum of 1 year of related work experience, or an equivalent combination of education and experience.
- Experience with ticketing systems, preferably ServiceNow, to create track and document resolution for service requests and incidents.
- Experience in creating documentation.
- Proficient in Microsoft Outlook, Excel, PowerPoint and Word
- Basic or having the willingness to learn how to write SQL queries (MS SQL Server, MySQL, or Oracle)
- Can operate within the parameters of defined processes, procedures, and standards
- Demonstrates key competencies to include Drives Results, Nimble Learning, Communicates Effectively.
Nice To Haves
- Experience in the hotel industry is desirable.
Responsibilities
- Investigate and troubleshoot moderate application and distributed system issues through discovery, replication, and analysis.
- Utilize tools such as log file reviews, database queries, script execution, and system-to-system data flow analysis to resolve issues.
- Manage support tickets in alignment with defined priorities and service level agreements (SLAs), collaborating with business partners and cross-functional teams.
- Participate in critical incident response efforts, providing investigative support and analysis as needed.
- Adhere to established escalation paths, communication protocols, and documentation standards for ticket management.
- Monitor application performance and availability using system monitoring tools, and proactively open tickets when issues are detected.
- Contribute to team performance reviews by identifying trends and opportunities for process improvement.
Benefits
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
