Enterprise Application Support Analyst 1

Support Analyst 1

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 second-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 disruptionsensuring smooth and efficient operations across the organization.

Your 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 escalate 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.

Your Experience, Skills & Competencies

• 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.

Technical Skills

• 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.
• An understanding of networking concepts, including routing, switching, and VPNs.
• Strong written and verbal communication skills.

Additional Skills & Competencies

• 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.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• 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

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves the striver, the dreamer, the entrepreneur because that's who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.

Choice's Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice's Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver