Support Analyst Lead in Marriott's Maui Ocean Club at Marriott Vacations Worldwide

Date Posted: 8/21/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

CLS Band Generic Position Summary 

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision making process.

 Specific Job Summary (describe the nature and purpose of the position) 

Works closely with Information Technology (IT), Resort Operations, and Marketing and Sales to provide daily support as well as tactical support of site technology projects, department initiatives, and division-wide IT projects.

This position is responsible for day-to-day support, management & execution of assigned technology projects, and achieving project goals while following IT processes. This position serves as a liaison between IT and the on-site Operations and Marketing and Sales teams.

Responsible for managing the daily efforts of supporting and installing desktop and telecom hardware, resort software applications, miscellaneous equipment, and peripherals for MVW IT customers. This position has the overall responsibility for ensuring that desktop solutions provided to a user are functioning properly at the point they are installed. This position is required to work closely with resort-based management teams. Develops and maintains effective relationships and SLA's with IT, resorts, and sales center customers regarding their current and future needs for computing resources and telecommunication services. Develops and maintains effective relationships with IT, resort operations, and sales center vendors to ensure effective service and support for MVW's computing and telecom services. This position is responsible for the identification, resolution, and documentation of software and hardware failures reported by the MVW users or the IT Help Desk. This position acts as liaison/consultant to the resort and sales center with regards to 3rd party vendors (Guest Wi-Fi, Security Systems, EMS, Boarding Pass kiosks, Reader boards/Displays) for projects and support.

Responsible for leading installation resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed within budget and on schedule. Responsible for financial aspects covering multiple areas to include projects, departmental site inquiries with regards to providing estimates for projects, budget tracking, and managing expectations of those estimates.

This position is responsible for the resort(s) assigned and may be required to assist with other assignments as needed. Has accountability for all hardware, software, and communications support for an assigned area or areas. Coordinates technology installations, troubleshooting, and technology maintenance efforts with various technology vendors. Provides leadership in daily support needs. Provides 2nd level support and establishes/participates in appropriate coverage for support of systems. Has working knowledge of the technology equipment and/or processes.

CLS Generic Expected Contributions 

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.

  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.

  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.

  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.

    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.

    • participating in setting department operating plans.

    • recognizing and celebrating team successes.

    • achieving results against budget within scope of responsibility.

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

  • Performs other duties as appropriate.

Specific Expected Contributions (including duties and responsibilities) 

  • Shift work and travel may be required.

  • Provides Leadership for Tier-2 desktop and telecom support.

  • Ability to accurately and consistently follow procedures.

  • Completion of required documentation within the specified timeframe for asset tracking and billing purposes.

  • Adapts and positively reacts to changes within work environment.

  • Promotes continuous improvement standards as related to the work environment.

  • Ability to guide the customer into the IT process to achieve their needs and manage user expectation.

  • Ability to work as a team member or leader at times in resolving issues.

  • Oversee the installation of operating systems (desktop images) and application system software, test software functionality including interfaces to other property equipment and communications between property and corporate equipment, and test all telecommunications links and equipment as required.

  • Assists local vendor representatives and other members of the installation team with installations.

  • Provides the interface between the local vendor representative and management staff, while working at an MVW resort site or office.

  • Properly respond to and resolve system installation problems as they occur and follow established procedures for problem escalation and follow-up.

  • Responsible for financial work estimates for projects and department, budget tracking, and managing expectations of those estimates.

  • Provides individual guidance with basic navigation through Windows OS and MVW applications.

  • Properly respond to and resolve system problems as they relate to system and software operating procedures while on property.

  • Completion of required documentation within the specified timeframe for asset and problem tracking purposes.

  • Communicates to change management, site phases, and new development enhancements.

  • Provides status updates and comments to project owner(s), management, and/or team participants.

  • Must be a self-starter, well organized, and detail oriented.

  • Excellent customer service skills.

  • Excellent communication skills and mature judgment.

  • Position requires ability to work effectively with others (team player).

  • Ability to work under pressure and manage multiple priorities.

  • Special projects as assigned by Support Manager or IT Director.

CLS Generic Candidate Profile 

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows: 

Generally a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required. 

Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)


  • Requires BS/BA degree in technical field or equivalent technical training and on-the-job experience.


  • 3-4 years' work experience in technical customer service support or having equivalent kind of skills experience.

  • Microsoft Windows 7 Technical Support.

  • Microsoft Office 2010 Technical Support.


  • Customer Service.

  • Technical Problem-Solving skills.

  • Installation of desktop/ hardware/software.

  • Desktop troubleshooting skills.

  • Video and audio web conference support.

  • Wireless communication support.

  • Intermediate telephony knowledge and support.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.