Interim Analyst, PTP Helpdesk (Finance Function)

Hilton; Watford; 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, with the emergence of the Tempo brand and 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 and 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. The role holder will develop a strong collaborative working partnership with PTP COE in Glasgow and Memphis and with Hilton’s Shared Service Centre (SSC) based offshore. We are looking for 2 contractors for a period of 18 months. Contract extension is possible.

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 and every 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.

Essential Functions of the PTP Helpdesk:

• 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 to ensure they are getting the best of the helpdesk product.
• 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:

The role holder will be accountable for maximizing the value derived from one Service Now ticketing solution by identifying opportunities to further leverage the Service Now platform to manage other sub-processes across the PTP function. Additionally, the role holder will be a key driver in enhancing efficiency by introducing more customer-centric functionality such as chat, auto chat, and integration with other applications to drive automated standard inquiry response.

Required Qualifications:

• 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 with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to exercise sound judgment and decision-making skills to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions.
• Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities.
• 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. And, our amazing Team Members are at the heart of it all!