IT Corporate Support Technician - Level 2 IT Support Engineer; CRM & Marketing

Position: IT Corporate Support Technician - Level 2 IT Support Engineer (CRM & Marketing
Job#: 3036642

Job Description:

Provide technical support for corporate and property stakeholders by supporting customer relationship management (CRM) marketing platforms to enable engineering teams and business users to operate efficiently with minimal disruption. This role will support the client's CRM platform tooling - i.e. Braze, Sageflo Radiate, Smartling, Service Now, etc.

- and provide support for marketing technology initiatives. This role is a

Level 2 IT support role and will require the support engineer to have deep support level knowledge of the marketing platforms and how best to provide support and management of the tooling.

POSITION RESPONSIBILITIES:

* Serve as a Level 2 technical support for properties, brands, CRM, Marketing Operations, and internal engineering teams supporting Hyatt CRM products.

* Provide primary support for Braze, Sageflo, Smartling tools, with additional support across the client's marketing CMS and personalization products.

* Manage and respond to Service Now tickets including escalations from Level 1 support.

* Ensure timely resolution of service tickets related to access management, onboarding, platform configuration, training, and troubleshooting.

* Support user onboarding and offboarding, including permissions, access issues, and platform orientation.

* Train staff and stakeholders on CRM and marketing platform usage, processes, and best practices.

* Act as a point of escalation to resolve complex technical issues, reducing interruptions to development teams and allowing engineers to remain focused on delivery.

* Assist with troubleshooting across integrations, environments, and user workflows in partnership with engineering teams.

* Collaborate closely with distributed teams and stakeholders, requiring strong communication skills and alignment with business users and subject-matter experts.

EXPERIENCE AND QUALIFICATIONS:

* Must have experience supporting enterprise CRM and marketing technology platforms in a corporate environment.

* Experience with Microsoft O365, Citrix, Braze, Smartling, Sageflo, Active Directory, and enterprise ticketing systems (Service Now preferred).

* Strong experience providing Level 2 technical support, including issue triage, root cause analysis, and escalation management.

* Excellent customer service, communication, and stakeholder management skills required.

* Minimum of 3 years of large corporate enterprise IT support experience required.

* Demonstrated ability to support users across multiple teams, including properties, brands, and engineering organizations.

* Must have a genuine desire to provide a high level of customer service and enable others to be successful.

* Strong analytical skills, persistence, above-average communication skills, and the ability to work effectively as part of a team.

* Demonstrates patience, adaptability, and a methodical, disciplined approach to problem solving in fast-paced environments.

EDUCATION:

Associate's degree or relevant technical certification required;
Bachelor's degree preferred.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and…