Job Description

About Hilton

Hilton is a leading global hospitality company with a portfolio of 18 world-class brands comprising more than 6,400 properties and more than one million rooms, in 119 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on the 2020 World\xe2\x80\x99s Best Workplaces list, and was named the 2020 Global Industry Leader on the Dow Jones Sustainability Indices. In 2020, Hilton CleanStay was introduced, bringing an industry-defining standard of cleanliness and disinfection to hotels worldwide. Through the award-winning guest loyalty program Hilton Honors, the more than 112 million members who book directly with Hilton can earn Points for hotel stays and experiences money can\xe2\x80\x99t buy, plus enjoy instant benefits, including contactless check-in with room selection, Digital Key, and Connected Room.

Position Statement:

This role is a key contributor to the Marketing Content Platforms Team mission of empowering enterprise digital content creation and omni-channel content distribution through the unification of technology and operational best practices. More specifically, this position plays an integral role to the ongoing development, administration, support and maintenance of Hilton\xe2\x80\x99s enterprise content technology platforms and ecosystem.

Position Summary:

\xc2\xb7 Support the administration, and configuration of marketing owned content platforms and technology (ServiceNow, DAM, CMS, PIM, Master Data).

\xc2\xb7 Collaborate with cross-functional teams to gather business requirements and translate them into technical solutions.

\xc2\xb7 Collaborate with internal stakeholders to identify opportunities for process improvement and efficiency enhancement across our platform eco-system.

\xc2\xb7 Content platforms Knowledge Base administration, maintenance and support.

\xc2\xb7 Evaluate, troubleshoot, resolve and/or escalate reported content platform incidents in collaboration with relevant corresponding technical resources.

\xc2\xb7 Management, tracking, and reporting of incidents and incident resolution.

\xc2\xb7 Ensure that operational business process and workflow is effectively translated into sound technical solution(s).

\xc2\xb7 Proactively participate and contribute to ongoing process improvement according to LEAN principles.

\xc2\xb7 Support on system upgrades, functionality rollouts, user acceptance testing, and integration testing.

\xc2\xb7 Participate and contribute to training operational teams for platform onboarding, new feature releases, and standard operating procedures/best practices as necessary.

\xc2\xb7 Provide Level 1, and when appropriate, Level 2 interaction and support to the user communities (ServiceNow, DAM, CMS, PIM, Master Data) ensuring that platforms are functioning as expected and work can be completed in a timely manner.

\xc2\xb7 Escalate to, and collaborate with, Level 2 (internal) or Level 3 (vendor) support to achieve resolution to reported issues on supported platforms

Qualifications

The success in this role will demonstrate itself through the following attributes and skills:

\xc2\xb7 Strong desire and ability to facilitate, solution, plan and document while delivering quality product initiatives

\xc2\xb7 Good interpersonal skills for interacting with stakeholders, product managers, designers, IT and communications team.

\xc2\xb7 Ability to work collaboratively across teams, advocating for channel agnostic set up and seeing larger needs beyond immediate content question.

\xc2\xb7 Strong personal organizational and time management skills; ability to project manage multiple time-sensitive assignments simultaneously in an iterative work environment.

\xc2\xb7 Strong technical troubleshooting abilities coupled with extreme attention to detail.

\xc2\xb7 Top-notch verbal and written communication skills.

\xc2\xb7 Ability to handle multiple concurrent demands and appropriately prioritize responsibilities.

\xc2\xb7 Excellent time management, and conscientious work habits.

Required Qualifications

\xc2\xb7 Minimum Education: BA/BS Bachelor\'s Degree in related field

\xc2\xb7 Minimum Years of Experience: 3 in a related position as enterprise level systems administrator

\xc2\xb7 Minimum Years of Experience: 3 in a specialized content-related position supporting content technology (CMS, DAM) with experience of programming/scripting languages

\xc2\xb7 Additional Experience a Plus: LEAN; Web application development & programming; IT operations; Network operations; Cloud applications and architecture

\xc2\xb7 Management Experience (type): N/A

\xc2\xb7 Minimum Years of Management Experience: N/A

\xc2\xb7 Any Licenses or Certificates Required: ServiceNow Certified System Admin a plus; Any Programming/Scripting language certifications a plus Additional Requirements (i.e. % of travel time, etc.): Willingness to travel, as required; Office based in Dallas/Glasgow. Remote working available

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Hilton