Summary
An HSS IT Business Analyst develops business solutions for Best Western Branded hotels by analyzing property level technical business requirements to determine solution paths. An IT business analyst also works with systems remotely for troubleshooting and testing purposes using both direct access remote software, as well as indirectly by walking technicians and/or hotel staff through technical processes ranging from basic to highly complex. An IT Business Analyst will also take charge in the implementation of hardware and software solutions and services, and/or recommending system controls and protocols for the betterment of property level network health, functionality, and security.
Job 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.
- Define and execute on delivery of implementation plans for hotel managed networks and other services.
- Manage vendor relationships to continually implement and/or improve processes to benefit our hoteliers.
- Test, troubleshoot, and implement new and existing system setups including, but not limited to, computer software and hardware, technical systems, and/or networking solutions.
- Provide basic to highly complex end user support for technology related issues and concerns, especially anything involving hotel network set up and communication.
- Review PCI scan data and assist in the identification and remediation of internal and external vulnerabilities.
- Work directly with vendors, IT professionals, and/or onsite staff to recognize, research, isolate and resolve complex technical problems, working problems until a root cause is identified and documented to the property’s satisfaction.
- Facilitate effective departmental and hotel operations by serving as a subject matter expert.
- Oversee proper problem escalation, notification, and follow-up to ensure continuity of service levels and system functionality.
- Enhance automation processes and coordinates with internal departments to recommend systems or production environment modifications or other corrective actions as appropriate.
- Document all efforts and activities to provide both time accountability as well as solution description for future use.
- Participate in special technical/technology related projects as assigned.
- Protect Best Western, its affiliates, and members by handling sensitive business information with appropriate confidentiality.
- Administration of patch management tools.
- Provide remote support to properties on an “as needed” basis.
- After hours on-call for security incident response and/or business impacting network issues.
Job Requirements
- Strong understanding of networking and networking concepts including the areas of LAN/WAN, VLAN architecture, and network communication.
- Advanced understanding of computer/network systems, products, and services in more than 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 and with exemplary time management.
- Basic mentoring skills necessary to provide support and constructive performance feedback.
- Familiarity with patch management software and services a plus
Education/Experience
- Experience in area of specialty.
- Remote technical support experience preferred.
- 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 a plus.
- Demonstrated vendor management ability.
- Knowledge and/or experience in the hospitality industry and/or property management systems a plus.
- Security Operations experience and knowledge of common PCI vulnerability remediation a plus.
Pay/Work Location
- The starting salary for this role is estimated to be between $62,000 and $71,000. Base pay, however, will be determined based on several factors, which include but are not limited to, applicable skills, work experience, education, business needs and market demands. This job is not eligible for a bonus.
- This is a remote, work from home position, with the United States.
Benefits Summary for Full Time Employees (work 30 + hours per week)
Available Day One:
• Medical/Dental/Vision
• Vacation/Sick/Floating Holidays - accruals start
• 401K – company match and direct contribution
• Employee discounts/Hotel discounts
• Financial and health wellness programs
Equal Employment Opportunity
Best Western International, Inc. (the “Company”) maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQ+ individuals, height, or weight, pregnancy status, childbirth, or related medical conditions, genetic information, uniformed service or veteran status, marital status or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including but not limited to, hiring, promotion, transfer, benefits, discipline and termination.
If you have concerns about improper conduct related to equal employment opportunity, please report your concerns immediately to your supervisor, a member of the Human Resources Department, or a member of the Executive Team. The Company will investigate all reports of improper conduct and will take appropriate action. No adverse action will be taken against anyone who, in good faith, reports such conduct, and employees, therefore, can and should raise concerns without fear of retaliation.
