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Operations Support Analyst

Posted November 22, 2022

Hyatt Hotels Corporation
Chicago, IL
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About This Job


We are looking for an Operations/Application Support Analyst to join Hyatt’s Loyalty Systems team.  This position is a key member of the Loyalty Systems team responsible for the operational support of the World of Hyatt Loyalty Management System (LMS). This person will work directly with hotels, application development teams, external vendors, and various internal stakeholders to ensure the integrity of the LMS and its supporting services and processes. This person will require strong computer skills, attention to detail, positive professional attitude, and the ability to work both in a team environment and independently. The position responsibilities outlined below are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


Position Responsibilities / Essential Functions

• Work with various stakeholders to maintain and support recurring operational procedures to ensure financial and operational obligations of the business are being met.

• Provide support for LMS code deployments and maintenance releases and act as team liaison working with hotels, application development teams, and external vendors to triage LMS issues.

• Leverages technical knowledge and experiences to develop new techniques and approaches to technical problems, from design through deployment

• Act as first point of contact for LMS related inquiries regarding operational processes and issues.

• Work with business operations teams, analyze existing systems and operational procedures to identify areas of opportunity.

• Create and maintain documentation for solution requirements, use cases, user acceptance criteria, and training materials.

• Provide Tier 3 production support – able to troubleshoot complex technical issues through research, and investigation

• Participates in team activities and contributes to discussions

• Generate and maintain reporting to ensure operational SLAs are met by LMS vendor.

• Define operational procedures and/or systematic changes and enhancements that will improve the overall effectiveness and efficiency of the solutions


• 3 years of experience in an Application Support/IT Operational role


• BS in Computer Science or equivalent combination of technical education and work experience

Computer Skills Needed to Perform this Job

• Strong experience with Microsoft office applications (Excel, Power Point, Word, Visio)

• Experience using complex SQL based queries to create data views, proficient with joins, T-SQL's, and stored procedures

• Strong analytical skills - ability to break down problems into simpler components

• Proven skills in writing detailed business and process requirements

• Process focused and detail-oriented self-starter who can be relied upon to drive tasks to successful completion in a fast-paced environment

• Fundamental understanding of general IT topics such as client/server OS, database, networking, security, reporting, cloud computing, and automation

• Communicates effectively at all levels both verbally and in writing; responds appropriately to verbal and non-verbal cues

Additional Comments and Requirements

• Excellent interpersonal skills required with a strong customer service orientation

• Ability to work effectively both independently and as a member of a team

• Experience managing multiple tasks at the same time

• Ability to adapt to a changing environment

• Maintains a positive attitude and a learning/growth mindset

• Likes the challenge of simplifying complex systems, and you always consider the big picture even when acting locally.

• 2 years of Project Management experience is preferred

• 3 years IT experience preferably in the loyalty or hospitality industry.

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About this Employer

Hyatt Hotels Corporation

150 N Riverside Plaza
Chicago, IL 60606

Telephone (312) 750-1234
Reservations (800) 233-1234

Corporate Office

We turn jobs into careers. Join us.

Hyatt is a leading global hospitality company guided by its purpose – to care for people so they can be their best. With more than 160,000 colleagues across more than 70 countries, we embrace all cultures, races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of thinking. Our culture is one that empowers every person to be their best, and such authentic connection inspires how we care for each other and for our guests. We care for our colleagues with benefits and perks including travel perks, work-life benefits, training and upskilling opportunities, and personal wellbeing initiatives.

Hyatt's portfolio includes more than 1,150 hotel and all-inclusive properties across six continents, and the recent acquisition of Apple Leisure Group added 96 properties in 10 countries. Each of our brands provides a distinct experience, while all of our hotels deliver genuine care. This sets us apart from the competition and helps us fulfill our aspiration to be the most preferred brand everywhere we serve.

We care.

Our purpose – to care for people so they can be their best - defines us at Hyatt. We see it in the way we treat each other and our guests. It's our superpower. We channel this strength into our vision for evolving the future of hospitality. We create a culture of warmth, empathy and respect. We build connections, celebrate success and create inclusive environments, together. 

“Hyatt has a special place in my heart. When I was sick in the hospital, I received so much support from my peers at work and Human resources sent flowers along with a card. From that moment, I realized Grand Hyatt Washington was more than an employer, they were my family.” 

- Beverly, Room Attendant

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Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together.  

“At Hyatt, we love to connect with our guests and customers — and with each other. We host various events throughout the year, from company-wide Diversity Business Resource Group (DBRG) activities, to team-led events such as virtual breakfast clubs and happy hours.” 

- Danielle, Associate Vice President, Loyalty Finance

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At Hyatt, there’s a home for every stage of your career. We nurture curiosity, helping you to learn new skills that support your personal and professional development. Chart your own journey by venturing into new roles, different brands and international opportunities. Here, doors are meant to be opened and horizons expanded. With us, you’ll discover a career you didn’t know existed.

We are in a time of extraordinary transformation and one of the things that people are looking forward to most is traveling. Hyatt is looking for passionate change-makers to be a part of our journey — with our digital and technology areas at the heart of where we are investing and growing.” 

- Julia, Senior Vice President, Global Head of Digital & Technology

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World of Care is designed to address the pressing challenges faced by our colleagues, guests, owners and communities and enact meaningful change within its industry. Learn more.

Caring for the planet: 

We are committed to reducing our environmental impact and preserving our natural resources.

Caring for people:

We care for the wellbeing of our colleagues, guests, owners and communities and are committed to advancing a culture of opportunity for all.

Caring for responsible business: 

We embrace our responsibility to create fair and ethical business, both within and beyond our company and Hyatt properties.

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