Interim Analyst, PTP Helpdesk (Finance Function)

Hilton Worldwide, Inc.; Glasgow; On-site; GBP 25,000 - 45,000; Full time

Job description

About Hilton

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,350 properties with more than 1 million rooms in 118 countries and territories. In the 100+ years since our founding, we have defined the hospitality industry and established a portfolio of 18 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 100+ million members in our award–winning customer loyalty program, Hilton Honors.

Position Statement:

The PTP Helpdesk Analyst will report to the PTP Helpdesk Team Lead within Hilton’s UK Centres of Excellence (CoE) in Glasgow. The role holder will exemplify Hilton's commitment to providing excellent customer service to stakeholders in Hilton Hotels and Corporate offices across the US and UK. They will service inquiries, both written and voice, from this stakeholder group as well as from Hilton suppliers based across the globe. The role holder will also support Hilton Team Member inquiries relating to business expenses. We are looking for 2 contractors for a period of 18 months, with the possibility of contract extension.

Position Summary:

The role holder will be expected to collaborate with Team Members in the SSC, CoE, Hotel and Corporate customers, as well as external suppliers, to ensure PTP Helpdesk and expense queries (voice and email) are managed right first time with excellent customer focus at the heart of each response. Additionally, the role holder will have a passion for continuous improvement and will seek to champion the need to find efficiency across all aspects of the PTP process.

• Responding to queries via email or phone
• Training other staff members on troubleshooting and self-diagnosing problems
• Writing, editing, and revising training manuals for new and updated processes
• Running reports to analyze common complaints and problems
• Supporting Hotels and Corporate, SSC, and Suppliers team members with queries within the PTP process
• Following up with customers to ensure full resolution of issues
• Assisting users on how to use the Service Now tool
• Working with Team Lead to update training material for both Helpdesk teams
• Providing training support to Service Now users when required
• Continuous improvement, working with PTP teams on any improvement opportunities

What are we looking for?

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Relevant experience in a Customer Service environment in a Team Leader capacity
• Relevant experience in customer-centric helpdesk function with experience of managing high volume, voice and email inquiries
• Experience in Service Now ticket management solutions
• Proven track record of leading high performing teams
• Proven ability to fulfill automation and process adoption projects
• Excellent stakeholder engagement and presentation skills
• Excellent written and verbal communication and comprehension skills
• Exceptional critical thinking and both quantitative and qualitative analytical skills
• Ability to exercise sound judgment and decision-making skills
• Ability to work well under pressure and effectively handle multiple, concurrent demands
• Proficient in MS Excel and high volume data analysis
• Experienced in project management delivery

Preferred Qualifications

• Experience with Oracle PeopleSoft, Service Now, Microsoft applications, Concur Expense Management solution
• Sigma Green Belt accreditation, or Prince 2 or Agile certified preferred or willingness to attain

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all!