Product Quality Analyst-Sr - Full-time

Description

Marriott International offers you the opportunity to find the hospitality job and career journey that’s right for you. With more than 4400 properties and 19 brands you’ll find us in your neighborhood and in more than 87 countries across the globe. Find Your World #8482; at Marriott.

Qualifications

JOB SUMMARY

A successful candidate for this position would manage the quality associated with Maintenance and Support of Marriott’s Oracle Hospitality Applications. Maintains business agility by establishing and enforcing quality standards, managing risk, processes, and performance measurements to ensure the onboarding and delivery of high-quality projects to meet or exceed application delivery standards.

The position of Senior Product Quality Analyst will have a variety of responsibilities including but not limited to: evaluation and integration of new and existing Point-of-Sale software and hardware systems, leading quality assurance testing activities, supporting new and existing POS systems and determining their operational viability, applicability and impact in support of Marriott’s business through participation and collaboration in proof-of-concepts and/or pilot initiatives. Additionally, this individual will be responsible for creation and documentation of platform collateral, writing procedures and training materials for a variety of stakeholders.


CANDIDATE PROFILE


Education and Experience


Required Qualifications:

• 5+ years’ experience in application quality engineering
• 3+ years of experience supporting POS platforms and devices including involvement with POS programming, device monitoring and field management.
• 3+ years supporting retail or hospitality industry POS platforms and software supporting financial transaction.
• 2+ years working with external customers and hardware or software suppliers.
• 3+ years working with various operating systems (Windows/Linux/Android/etc.)
• Undergraduate degree or equivalent work experience/certification
• Willingness to be available for support during evening, weekend, and holiday work, as needed.
• Willingness to travel as deemed necessary by IT Management (national & international).

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Preferred Qualifications:


Technical/Functional:

• Functional, design, interface, and operational knowledge for specific supported applications
• Familiarity and certification of ITIL, PMP, Product Quality, and Software Quality Engineering
• Established experience creating and maintaining scripts using for example: DOS, PowerShell, JavaScript, Shell etc.
• Established experience with the following Operating Systems: Linux/RHEL/UNIX and Windows OS
• Established experience with the following programming languages: Java, HTML, SQL, Perl, Pascal
• Established knowledge and experience with multiple Point-of-Sale vendors software and hardware
• Established experience in working with Point-of-Sale related hardware including registers, platforms, scanners, payment devices, wireless devices, and self-checkout systems
• Knowledge/Familiarity with third party software providers including Cloud and Software as a Service (SaaS) service providers
• Knowledge/Familiarity adopting and managing automation tools for functional and performance testing
• Knowledge/familiarity with APIs and Web Services

Business:

• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Proven track record of issue analysis, critical thinking and problem solving
• Document procedures, programs, databases, etc. used to fulfill essential duties and responsibilities
• Experience working with on/offshore service provider delivery centers
• Established experience within the Retail / Distribution business sector
• Ability to interact with business users in a support role
• In conjunction with the support role, perform maintenance duties/enhancements on supported products and applications in all deployed environments (Lab/Development/Integration/Production)
• Demonstrated ability to accept personal accountability and ownership for areas of responsibility. Pursue solutions and make decisions.
• Ability to interact with people from all organizational levels and build consensus through negotiation and diplomacy.
• Ability to understand the work environment and competing priorities in conjunction with developing/meeting project goals.
• Excellent analytical ability, communication skills, strong judgment and the ability to work effectively with both business and technical staff
• Ability to clearly communicate ideas and thoughts through a variety of media
• Capability to work & excel in a fast-paced, constantly changing environment with moving deadlines
• Propensity to multitask and prioritize responsibilities on a daily basis, often under pressure

CORE WORK ACTIVITIES

Case Management:

• Participate in incident management and resolution and coordinate between service providers
• Follow-up with other IT support staff involved in resolution of incidents
• Respond to, follow up, and close all assigned problem tickets
• Communicate with customers to verify final resolution of incident and ensure customer satisfaction
• Initiate Request for Change (RFC) or Problem Management processes as needed
• Perform quality assurance (QA) and closure of all incidents
• Document new incident-related resolutions or workarounds and contribute to knowledge management database

Operational Support:

• Maintain timely communication with customer during support process
• Escalate complex issues to the appropriate internal or external technology resources as needed
• Provide communication and escalation to IT Management on issues impacting our business and customers
• Providing support, including procedural documentation and relevant reports
• Identify interdependencies, ambiguities or omissions and make improvements for usability/testability
• Review development and quality assurance estimates provided by the service provider and clarify assumptions
• Act as customer advocate during support interactions with other IT support teams
• Deliver timely resolution to change control and system updates

Technical Support:

• Participate in the design, architecture, rollout, and maintenance of corporate technology initiatives and projects and/or perform additional department duties as required
• Must be able to review architectural diagrams and design workflows (technical and business), and utilize that information to ensure quality
• Work with MICROS POS for programming of POS keys and configuration change
• Perform basic diagnostics, software testing, adjustment, troubleshooting, and repairs to the MICROS POS environment (hardware and software)
• Installing and configuring computer hardware operating systems and applications
• Anticipate user requirements and makes adjustments to applications as needed
• Assists with implementations of new applications, upgrades and patches to existing applications
• Performing tuning and maintenance of applications and interfaces
• Develop technical documentation in a clear and concise manner

MANAGEMENT COMPETENCIES


Leadership

• Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise
• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information systems needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
• Development – Knowledge of development methodologies and the pros and cons of each. This includes knowledge of application tiers within the development space, the relationships among the tiers and how they interconnect. Knowledge of potential security issues relevant within the development space and when to escalate.
• Infrastructure – Knowledge of current ITSM frameworks required to deliver an IT system or software application, including the functionality, common issues, and interdependence among and the pros and cons of infrastructure components. This includes knowledge of protocols and how to best apply them in an individual user case. Able to identify root cause of infrastructure events and effectively resolve incidents.
• Technical Specialization — Technical knowledge in area that meets requirements of the position; ability to articulate the strengths and weaknesses associated with a given technology solution within area of specialization; ability to design and participate in the modification of specific solutions, including implementing specific technology components
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.