Enterprise Application Support Analyst 1

Choice Hotels International • Scottsdale, AZ

5d • Hybrid

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

• Minimum of 1 year of related technical support or IT operations experience.
• IT certification or bachelor’s degree in information technology, Computer Science, or a related field or an equivalent combination of education and relevant work experience.
• Experience using ticketing systems (preferably ServiceNow) to track, document, and resolve incidents and service requests.
• Experience creating and maintaining technical documentation.
• Basic knowledge of PCI and SOX audit concepts.
• Strong troubleshooting and analytical skills.
• Foundational knowledge of AWS and Linux/Unix administration utilities.
• Basic SQL knowledge or willingness to learn (MS SQL Server, MySQL, Oracle).
• Experience with monitoring and logging tools (Grafana, OpenSearch; exposure to Prometheus, Thanos, or similar preferred).
• Ability to SSH into Linux/Unix systems and review configuration and log files.
• Familiarity with incident severity models and SLA enforcement.
• An Understanding of networking concepts, including routing, switching, and VPNs.
• Strong written and verbal communication skills.
• Ability to work flexible schedules, including extended hours as business needs dictate.
• Ability to participate in a 24x7 support environment.
• Ability to prioritize and resolve technical issues efficiently.
• Ability to continuously learn and improve technical, product, and service skills.
• Passion for contributing to a growing knowledge network and continuous improvement culture.

Nice To Haves

• Experience in the hotel or hospitality industry is preferred.
• Experience using AI productivity tools (e.g., Copilot, ChatGPT, or similar).

Responsibilities

• Provide second‑level support for enterprise applications and distributed systems through investigation, replication, and troubleshooting.
• Analyze logs, execute database queries, review system‑to‑system data flows, and access servers to diagnose issues.
• Manage incidents and service requests within defined priorities and SLAs using ServiceNow.
• Participate in critical incidents, providing investigative analysis and technical support.
• Monitor application availability and performance using enterprise monitoring tools (e.g., Grafana, OpenSearch).
• Perform real‑time incident triage and escalate complex issues to senior team members as appropriate.
• Serve as an incident responder during high‑severity outages, supporting incident command and coordination efforts.
• Collaborate with Network Operations, Service Desk, and Engineering teams to resolve cross‑platform issues.
• Maintain working knowledge of enterprise environments, including Windows, Linux/Unix, cloud‑hosted systems, and foundational networking concepts.
• Participate in after‑hours on‑call rotation and respond to emergency requests in accordance with Choice Hotels’ on‑call policies.

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