Senior Analyst, MarTech Operations Support

Description

***This role is based at our corporate office in Dallas, TX***

This is your chance to be a part of an in-house Customer Experience team that’s using guest insights to evolve our industry-leading channels and deliver personalized experiences. As a Senior Analyst, MarTech Operations Support, you will bring your technical skills to a hospitality company with an award-winning culture. On the MarTech Support team reporting to the Director of MarTech Operations Support, you will support Hilton’s cutting-edge MarTech platforms in engaging Hilton's customers and used by Hilton team members.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. 

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Requirements

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Manage MarTech platform issues through resolution
• Conduct, document, and facilitate root cause analysis for critical platform issues
• Gather requirements and perform UAT test cases for fixes and minor enhancements
• Coordinate the deployment of software releases, issue fixes, system patches, and maintenance cycles
• Work with Hilton’s Security team to perform vendor or platform security reviews
• Monitor and improve system alerts or operational reports for MarTech platforms
• Prepare and maintain support documentation for MarTech platforms (ex. SOPs, KBAs)

How you will collaborate with others:

• Work directly with platform users, solution providers, IT, Service Management teams for any issues, minor enhancements, or maintenance cycles
• Verify results for any fixes with platform users, IT, and solution providers
• Facilitate access and service requests for MarTech Platform users
• Attend recurring meetings with users and platform providers

What deliverables you will take ownership of:

• Support team with daily intake and handling of system issues and user access requests
• Onboard support of new MarTech platforms including support documentation
• Support software releases/patching or hardware maintenance
• Support team in continuous improvement of support documentation, monitoring tools, and operational procedures

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Two (2) years of professional work experience in Technology or related field
• Two (2) years of experience with system support or system enhancements
• Database, SQL, and API experience
• Hands-on experience with Service Management tools (ex. Jira, ServiceNow, or Salesforce)

It would be useful if you have:

• BA/BS Bachelor’s degree in Information Systems, Computer Science, or related field
• Three (3) years in Marketing or IT-related field
• Three (3) years of Database, SQL, and API experience
• Experience with cloud platforms and 3rd party SAAS solutions
• Experience in hospitality, travel, or technology industries
• Project Management, Support Helpdesk, IT Service Management experience
• Experience with online documentation tools such as Sharepoint or Confluence

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. 

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law.  Please contact us if you require an accommodation during the application process.