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Analyst, ITSM


Parsippany, NJ, US

Property Name:  Parsippany - 14 Sylvan Way
Req Id:  9508

Wyndham Hotels & Resorts is now seeking a Analyst, ITSM to join our team at the Parsippany - 14 Sylvan Way location in ParsippanyNew Jersey.

Job Summary

The ITSM Analyst will assist in improving our core technical operations processes by generating metrics, KPI’s and through data driven analysis. The analyst acts as the requirements commissioner for process tools, maintains process governance documentation. They will maintain records of process activities and ensure accurate compliance with standards. Analyze process effectiveness and efficiency through metrics and collaboration. Provide recommendations for improvements and manage other implementations of those optimizations. The analyst will assist in creating value in the organization, balancing the needs of the business vs the time and cost of process activities and the technical risk they mitigate.

The analyst will be familiar with big data management to ensure a high level of data quality and accessibility for business intelligence and data analytics applications. The Analyst will perform regular audits of all analysis for integrity and value, and will retire reports and required. The Analyst provides references for users by writing and maintaining documentation and provide support or training as needed. They will provide detailed analysis required to drive process and continuous service improvements. Proactively preventing interruptions or reoccurring incidents.

  • A key element is to aid in selecting metrics that reflect the business strategy, drive desired results and inform decision making. 
  • Ensure the metrics craft a narrative that is relevant to a broader business context outside of IT.
  • Update, create and maintain reporting for WHR. Develop and maintain SLA, KPI and Performance monitoring dashboards. Respond to hierarchical reporting requests from business or Leadership
  • Proactively analyze and seek ways to eliminate and prevent recurring problems through Cause Analysis. Drive counter measures to completion and monitor the effectiveness.
  • Create and maintain internal documentation and processes. Provide advice and recommendations on process best practices. Identify standards and procedures for process improvements and develop or communicate technical policies. Root cause analysis of process associated impacts for continuous process improvements.
Complexities & Scope

Detailed/Organized: The Analyst will also need to be highly organized. He/she will need to manage long term and short-term deadlines.  He/she will need to be autonomous and excellent at managing his/her own schedule.

Communication: He/she will need to be confident when approaching and presenting information to multiple personality types.

Responsibility/Detailed: Give coaching, training or specific feedback for incorrect procedures or broken business rules. The Analyst will need to be detailed when it comes to repetitive remedial tasks, as well as highly complex tasks. The Analyst will need excellent analytic and problem-solving abilities.

Scope/Financial Responsibility
Describe quantifiable measures that will help ascribe the value of the position.  Examples include size of budget, business metrics, etc.  Also, describe the impact on revenue, profit or expenses by stating activities that could affect financial results of Wyndham.


• Analytical with the ability to be detail oriented while keeping focus on task at hand
• Ability to interact with IT personnel on all levels to resolve issues and provide solutions in a timely manner
• Must have the ability to prioritize and handle multiple tasks in a high-pressure environment with minimal supervision
• Ability to analyze and interpret data and to communicate orally and in writing in a clear, concise and straightforward manner.
• Ability to make decisions and solve problems while working under pressure and prioritize and organize effectively.
• Shows judgment and initiative to accomplish job duties and work independently.
• Works well with others to resolve problems, handle requests or situations.
• Methodical approach. Organized, possessing strong analytical abilities



• Certification in ITIL operations and support
• Experience leveraging data visualization tools

• Certification in ITIL foundations
• Experience with Excel and Visio
• BA/BS in Business, Computer Science, or equivalent work experience

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Parsippany - 14 Sylvan Way14 Sylvan WayParsippanyNew Jersey  07054
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.

Nearest Major Market: New York City
Nearest Secondary Market: Newark