Job Description - HRCC - GEM Business Analyst (Temporary Assignment) (HRC010I7)
Work Locations
Hilton Reservations and Customer Care - Dallas
15305 N Dallas Parkway Suite 600
Addison 75001
What will I be doing?
We are looking for a motivated and strategic business analyst to help define and launch Hilton’s next big initiatives within HRCC. This analyst will play a key role in enhancing our GEM product and providing support to agents across the globe. You will have the opportunity to define, plan, and deliver high-impact features that will improve both our customer and agent experiences. This analyst will also need to be forward-thinking and possess a strong background in HRCC. Other characteristics we are looking for in this candidate include:
- Utilize critical thinking to identify new opportunities that will improve CSAT, lower AHT, and drive the most business impact.
- Write top-notch business requirements and ensure technical teams are aligned with your requirements.
- Collaborate with Software Engineering in an agile environment to deliver on new features, resolve product issues, and act as an advocate for your assigned product(s).
- Provide support to our agents on any issues, ideas, or enhancements they have for our product.
- Participate in weekly calls and meetings related to upcoming enterprise initiatives.
What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:
- Expertise with Microsoft Office Suite, with high proficiency in Microsoft Word, Excel, and PowerPoint.
- An innovative and intellectually curious mind, willing to challenge the status quo to continuously improve.
- An ability to quickly learn and master new tools, programs, or applications.
- A desire to partner across teams and organizational functions with diversity in skills and perspectives to arrive at an effective solution.
- The ability to handle multiple projects and priorities under time constraints to balance concurrent demands.
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- High School Diploma/GED
- Two (2) years of experience within HRCC.
- Strong communication and presentation skills.
- Must be a current HRCC Guest Engagement Specialist and meet all transfer eligibility requirements.
- At least six (6) months tenure in HRCC.
It would be useful if you have:
- BA/BS Bachelor’s Degree.
- One (1) year of experience using GEM within HRCC.
- Experience owning and managing projects and timelines, working directly with business partners.
Please note: this is a Full-Time Assignment.
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