Enterprise Application Support Analyst 1

** This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office **

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Support Analyst 1 in the Enterprise Application Support team in IT Operations. The Enterprise Application Support Analyst provides 2nd level technical support for Choice Hotels’ business processes and applications. In this role, you’ll be a key contributor to the second-level technical support of Choice Hotels’ enterprise applications and business processes. You’ll investigate, research, and analyze a wide range of enterprise systems to resolve service requests, incidents, and disruptions—ensuring smooth and efficient operations across the organization.

Are you the critical thinking self-starter that thrives in a collaborative, team-oriented environment? We invite you to apply today for our Enterprise Application Support Analyst 1 role today and #MakeItYourChoice.

Your Responsibilities

• Provide second‑level supportfor enterprise applications and distributed systems through investigation, replication, andtroubleshooting.
• Analyze logs, execute database queries,review system‑to‑system dataflows, and access servers to diagnose issues.
• Manage incidents and service requests within defined priorities and SLAs using ServiceNow.
• Participate in critical incidents, providing investigative analysis and technical support.
• Monitor application availability and performance using enterprise monitoring tools (e.g., Grafana, OpenSearch).
• Perform real‑time incidenttriage and escalate complex issues to senior team membersas appropriate.
• Serve as an incident responderduring high‑severity outages,supporting incident command and coordination efforts.
• Collaborate with Network Operations, Service Desk, and Engineering teams toresolve cross‑platform issues.
• Maintain working knowledge of enterprise environments, including Windows,Linux/Unix, cloud‑hosted systems,and foundational networking concepts.
• Participatein after‑hours on‑call rotationand respond to emergency requests in accordance with ChoiceHotels’ on‑call policies.

Your Experience, Skills & Competencies

• Minimum of 1 year of related technical support or IT operations experience.
• IT certification or bachelor’s degree in information technology, Computer Science, or a related field or an equivalent combination of education and relevant workexperience.
• Experience using ticketing systems (preferably ServiceNow) to track, document, and resolve incidents and servicerequests.
• Experience creatingand maintaining technicaldocumentation.
• Experience in the hotel or hospitality industry ispreferred.
• Experience using AI productivity tools (e.g., Copilot, ChatGPT, orsimilar).
• Basic knowledge of PCI and SOX audit concepts.
• Strong troubleshooting and analytical skills.
• Foundational knowledge of AWS and Linux/Unix administrationutilities.
• Basic SQL knowledge or willingness to learn (MS SQL Server, MySQL, Oracle).
• Experience with monitoring and logging tools (Grafana, OpenSearch; exposure to Prometheus, Thanos, or similarpreferred).
• Ability to SSH into Linux/Unix systems and review configuration and log files.
• Familiarity with incident severity models and SLAenforcement.
• AnUnderstanding ofnetworking concepts, including routing, switching, and VPNs.
• Strong written and verbal communication skills.
• Ability to work flexible schedules, including extended hours as businessneeds dictate.
• Abilityto participate ina 24x7 supportenvironment.
• Ability to prioritize and resolve technical issuesefficiently.
• Ability to continuously learn and improve technical, product, and service skills.
• Passion for contributing to a growing knowledge network andcontinuous improvement culture.

Your Team

This is an individual contributor role that will report to the Enterprise Application Support Manager. You will have 8 peer teammatesand collaborate with cross functional departments on a regular basis.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

North Bethesda, MD — Located at , our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.

Choice’s Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver