Job Description
PURPOSE:
Provide technical support for Hyatt 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 Hyatt’s CRM platform tooling – i.e. Braze, Sageflo Radiate, Smartling,
ServiceNow, 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 Hyatt’s marketing CMS and personalization products.
• Manage and respond to ServiceNow 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.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Must have experience supporting enterprise CRM and marketing technology platforms in
a corporate environment.
• Experience with Microsoft O365, Braze, Active Directory, and enterprise ticketing systems (ServiceNow 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 problemsolving in fast-paced environments.
EDUCATION
Nice to Have Skills & Experience
SageFlo
Citrix
Smartling
API end point knowledge
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.