Snr Analyst, Digital Content Platforms Support.

Hilton Worldwide, Inc., Dallas, Texas, United States, 75215

Work at Hilton Worldwide, Inc.

Job Description - Snr Analyst, Digital Content Platforms Support. (EUR014ZL)Job DescriptionSnr Analyst, Digital Content Platforms Support.


Job Number:


)Work Locations


Hilton - Area Office - Glasgow

191 West George



G2 2LDAbout HiltonHilton is a leading global hospitality company with a portfolio of 18 world-class brands comprising more than 6,400 properties and more than one million rooms, in 119 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on the 2020 World’s Best Workplaces list, and was named the 2020 Global Industry Leader on the Dow Jones Sustainability Indices. In 2020, Hilton CleanStay was introduced, bringing an industry-defining standard of cleanliness and disinfection to hotels worldwide. Through the award-winning guest loyalty program Hilton Honors, the more than 112 million members who book directly with Hilton can earn Points for hotel stays and experiences money can’t buy, plus enjoy instant benefits, including contactless check-in with room selection, Digital Key, and Connected Room.Position Statement:This role is a key contributor to the Marketing Content Platforms Team mission of empowering enterprise digital content creation and omni-channel content distribution through the unification of technology and operational best practices. More specifically, this position plays an integral role to the ongoing development, administration, support and maintenance of Hilton’s enterprise content technology platforms and ecosystem.Position Summary:· Support the administration, and configuration of marketing owned content platforms and technology (ServiceNow, DAM, CMS, PIM, Master Data).· Collaborate with cross-functional teams to gather business requirements and translate them into technical solutions.· Collaborate with internal stakeholders to identify opportunities for process improvement and efficiency enhancement across our platform eco-system.· Content platforms Knowledge Base administration, maintenance and support.· Evaluate, troubleshoot, resolve and/or escalate reported content platform incidents in collaboration with relevant corresponding technical resources.· Management, tracking, and reporting of incidents and incident resolution.· Ensure that operational business process and workflow is effectively translated into sound technical solution(s).· Proactively participate and contribute to ongoing process improvement according to LEAN principles.· Support on system upgrades, functionality rollouts, user acceptance testing, and integration testing.· Participate and contribute to training operational teams for platform onboarding, new feature releases, and standard operating procedures/best practices as necessary.· Provide Level 1, and when appropriate, Level 2 interaction and support to the user communities (ServiceNow, DAM, CMS, PIM, Master Data) ensuring that platforms are functioning as expected and work can be completed in a timely manner.· Escalate to, and collaborate with, Level 2 (internal) or Level 3 (vendor) support to achieve resolution to reported issues on supported platformsQualificationsThe success in this role will demonstrate itself through the following attributes and skills:· Strong desire and ability to facilitate, solution, plan and document while delivering quality product initiatives· Good interpersonal skills for interacting with stakeholders, product managers, designers, IT and communications team.· Ability to work collaboratively across teams, advocating for channel agnostic set up and seeing larger needs beyond immediate content question.· Strong personal organizational and time management skills; ability to project manage multiple time-sensitive assignments simultaneously in an iterative work environment.· Strong technical troubleshooting abilities coupled with extreme attention to detail.· Top-notch verbal and written communication skills.· Ability to handle multiple concurrent demands and appropriately prioritize responsibilities.· Excellent time management, and conscientious work habits.Required Qualifications· Minimum Education: BA/BS Bachelor's Degree in related field· Minimum Years of Experience: 3 in a related position as enterprise level systems administrator· Minimum Years of Experience: 3 in a specialized content-related position supporting content technology (CMS, DAM) with experience of programming/scripting languages· Additional Experience a Plus: LEAN; Web application development & programming; IT operations; Network operations; Cloud applications and architecture· Management Experience (type): N/A· Minimum Years of Management Experience: N/A· Any Licenses or Certificates Required: ServiceNow Certified System Admin a plus; Any Programming/Scripting language certifications a plusAdditional Requirements (i.e. % of travel time, etc.): Willingness to travel, as required; Office based in Dallas/Glasgow. Remote working availableJob


Guest Services, Operations, and Front Office