Enterprise Application Support Analyst 1

This role is not eligible for sponsorship and is four days onsite hybrid at our North Scottsdale office. Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Support Analyst 1 in the Enterprise Application Support team in IT Operations. The Enterprise Application Support Analyst provides 2nd level technical support for Choice Hotels’ business processes and applications. In this role, you’ll be a key contributor to the second‑level technical support of Choice Hotels’ enterprise applications and business processes. You’ll investigate, research, and analyze a wide range of enterprise systems to resolve service requests, incidents, and disruptions—ensuring smooth and efficient operations across the organization. Responsibilities Provide second‑level support for enterprise applications and distributed systems through investigation, replication, and troubleshooting. Analyze logs, execute database queries, review system‑to‑system data flows, and access servers to diagnose issues. Manage incidents and service requests within defined priorities and SLAs using ServiceNow. Participate in critical incidents, providing investigative analysis and technical support. Monitor application availability and performance using enterprise monitoring tools (e.g., Grafana, OpenSearch). Perform real‑time incident triage and escalated complex issues to senior team members as appropriate. Serve as an incident responder during high‑severity outages, supporting incident command and coordination efforts. Collaborate with Network Operations, Service Desk, and Engineering teams to resolve cross‑platform issues. Maintain working knowledge of enterprise environments, including Windows, Linux/Unix, cloud‑hosted systems, and foundational networking concepts. Participate in after‑hours on‑call rotation and respond to emergency requests in accordance with Choice Hotels’ on‑call policies. Qualifications Minimum of 1 year of related technical support or IT operations experience. IT certification or bachelor’s degree in information technology, Computer Science, or a related field or an equivalent combination of education and relevant work experience. Experience using ticketing systems (preferably ServiceNow) to track, document, and resolve incidents and service requests. Experience creating and maintaining technical documentation. Experience in the hotel or hospitality industry is preferred. Experience using AI productivity tools (e.g., Copilot, ChatGPT, or similar). Basic knowledge of PCI and SOX audit concepts. Strong troubleshooting and analytical skills. Foundational knowledge of AWS and Linux/Unix administration utilities. Basic SQL knowledge or willingness to learn (MS SQL Server, MySQL, Oracle). Experience with monitoring and logging tools (Grafana, OpenSearch; exposure to Prometheus, Thanos, or similar preferred). Ability to SSH into Linux/Unix systems and review configuration and log files. Familiarity with incident severity models and SLA enforcement. Understanding of networking concepts, including routing, switching, and VPNs. Strong written and verbal communication skills. Ability to work flexible schedules, including extended hours as business needs dictate. Ability to participate in a 24x7 support environment. Ability to prioritize and resolve technical issues efficiently. Ability to continuously learn and improve technical, product, and service skills. Passion for contributing to a growing knowledge network and continuous improvement culture. Your Team This is an individual contributor role that will report to the Enterprise Application Support Manager. You will have 8 peer teammates and collaborate with cross functional departments on a regular basis. Benefits Competitive compensation and benefits, including medical, dental, and vision coverage. Leave and paid time‑off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance. Financial benefits for retirement and health savings. Employee recognition programs. Discounts at Choice hotels worldwide. #J-18808-Ljbffr Choice Hotels