Enterprise Application Support Analyst 1

Choice Hotels International

3d

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees