Hotel Security Services(HSS) IT Business Analyst - Hybrid AZ

Best Western International • Phoenix, AZ

2d • Hybrid

About The Position

The Hotel Security Services (HSS) IT Business Analyst develops business solutions for Best Western Branded hotels by analyzing property-level technical business requirements to determine solution paths, and by providing support, assistance, and/or advice on maintaining secure data and payment processing environments. This role involves remote system work for troubleshooting and testing, guiding technicians and hotel staff through technical processes. The IT Business Analyst will also lead the implementation of hardware and software solutions and services, and recommend system controls and protocols to enhance property-level network health, functionality, and security.

Requirements

• Strong understanding of networking and networking concepts, including LAN/WAN, VLAN architecture, and network communication.
• Advanced understanding of computer/network systems, products, and services in at least one of the following areas: network security, software/hardware configuration, PC/desktop systems, computer operations and operating systems, TCP/IP, 802.11x, mobile technologies, Hotel Property Management systems.
• Problem-solving aptitude.
• Intermediate proficiency in Microsoft Office Suite.
• Strong customer service skills.
• Strong communication skills, both written and verbal.
• Ability to work independently with exemplary time management.
• Basic mentoring skills for providing support and constructive performance feedback.

Nice To Haves

• Familiarity with patch management software and services.
• Minimum 2 years' experience in business area of specialty.
• Remote technical support experience.
• Bachelor's degree in an information technology related field of study or a combination of education and experience working with increasingly complex networking and computer hardware systems.
• Proven customer service experience.
• A+, Net+, Security+, CCNA or other certifications.
• Demonstrated vendor management ability.
• Knowledge and/or experience in the hospitality industry and/or property management systems.
• Security Operations experience and knowledge of common PCI vulnerability remediation.

Responsibilities

• Assist external clients/hotels in the implementation of technical systems, software, hardware, or solutions.
• Evaluate client needs and develop configurations that support technology-specific business processes.
• Work with hotels to determine best practices for securing their data and card processing environments, both technically and operationally.
• Review PCI scan data and assist in identifying and remediating internal and external vulnerabilities.
• Define and execute implementation plans for hotel-managed networks and other services.
• Manage vendor relationships to continually implement and/or improve processes for hoteliers.
• Test, troubleshoot, and implement new and existing system setups, including computer software and hardware, technical systems, and networking solutions.
• Provide end-user support for technology-related issues, especially concerning hotel network setup and communication.
• Work with vendors, IT professionals, and onsite staff to identify, research, isolate, and resolve complex technical problems, documenting root causes.
• Serve as a subject matter expert to facilitate effective departmental and hotel operations.
• Oversee problem escalation, notification, and follow-up to ensure continuity of service levels and system functionality.
• Enhance automation processes and coordinate with internal departments to recommend system modifications.
• Document all efforts and activities for time accountability and solution description.
• Participate in special technical/technology-related projects as assigned.
• Handle sensitive business information with appropriate confidentiality.
• Administer patch management tools.
• Provide remote support to properties on an as-needed basis.
• Participate in after-hours on-call for security incident response and business-impacting network issues.

Benefits

• Medical/Dental/Vision available day one
• Vacation/Sick - accruals start day one
• Paid company holidays and personal holidays
• 401K - company contribution and match (U.S.)
• Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
• Employee discounts/hotel discounts
• Free financial and health wellness programs
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree