Job Description - Interim Analyst, PTP Helpdesk (Finance Function) (EUR015K8)
Job Description
Job Number: EUR015K8
Work Location: Hilton - Area Office - Glasgow, 191 West George Street, Glasgow G2 2LD
About Hilton
Hilton is one of the largest and fastest-growing hospitality companies in the world, with over 6,350 properties and more than 1 million rooms across 118 countries and territories. With a history spanning over 100 years, Hilton has established a portfolio of 18 world-class brands, including Hilton Hotels & Resorts and the emerging Tempo brand. Our Hilton Honors loyalty program has over 100 million members.
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 involves providing excellent customer service to stakeholders in Hilton Hotels and Corporate offices across the US and UK, handling inquiries via written and voice communication, supporting Hilton team members with business expense queries, and collaborating with teams in Glasgow, Memphis, and offshore Shared Service Centres (SSC). We are seeking 2 contractors for an 18-month period, with potential contract extensions.
Position Summary
The analyst will work closely with SSC, CoE, hotel, corporate, and external suppliers to ensure PTP helpdesk and expense queries are managed efficiently and with a focus on customer satisfaction. The role emphasizes continuous improvement and efficiency across PTP processes.
* Respond to queries via email and phone
* Train staff on troubleshooting and self-diagnosis
* Develop and revise training manuals
* Analyze reports to identify common issues
* Support hotel, corporate, SSC, and supplier team members
* Follow up to ensure resolution of issues
* Assist users with Service Now platform
* Update training materials and provide training support
* Identify and implement process improvements
Qualifications
Minimum requirements include experience in customer service, team leadership, managing high-volume inquiries, proficiency with Service Now, stakeholder engagement, strong communication skills, analytical abilities, decision-making skills, and proficiency in MS Excel. Project management experience is also desirable.
Preferred qualifications include experience with Oracle PeopleSoft, Microsoft applications, Concur Expense Management, and certifications such as Sigma Green Belt, Prince2, or Agile.
Working at Hilton
Hilton offers a global, hospitality-focused environment dedicated to exceptional guest experiences. Our team members are at the heart of our success, and we strive to create a warm and welcoming atmosphere for both guests and employees.
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