Hotel Security Services(HSS) IT Business Analyst - Hybrid AZ

Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter.

Join us and be part of a team that's shaping the future of hospitality!

Job Purpose

An Hotel Security Services(HSS) IT Business Analyst develops business solutions for Best Western Branded hotels by analyzing property level technical business requirements to determine solution paths as well as providing support, assistance, and/or advice on how to maintain secure data and payment processing environments.

An IT business analyst also works with systems remotely for troubleshooting and testing purposes using both direct access remote software, as well as indirectly by walking technicians and/or hotel staff through technical processes ranging from basic to highly complex.

An IT Business Analyst will also take charge in the implementation of hardware and software solutions and services, and/or recommending system controls and protocols for the betterment of property level network health, functionality, and security.

Key Responsibilities

• Assist external clients/hotels in the implementation of technical systems, software, hardware, or solutions.
• Evaluate client needs and develop configurations that support technology specific business processes.
• Work with a hotel on determining best practices to secure their data and card processing environments both from a technical perspective as well as from a training and operational methodology perspective.
• Review PCI scan data and assist in the identification and remediation of internal and external vulnerabilities.
• Define and execute on delivery of implementation plans for hotel managed networks and other services.
• Manage vendor relationships to continually implement and/or improve processes to benefit our hoteliers.
• Test, troubleshoot, and implement new and existing system setups including, but not limited to, computer software and hardware, technical systems, and/or networking solutions.
• Provide basic to highly complex end user support for technology related issues and concerns, especially anything involving hotel network set up and communication.
• Work directly with vendors, IT professionals, and/or onsite staff to recognize, research, isolate and resolve complex technical problems, working problems until a root cause is identified and documented to the property’s satisfaction.
• Facilitate effective departmental and hotel operations by serving as a subject matter expert.
• Oversee proper problem escalation, notification, and follow-up to ensure continuity of service levels and system functionality.
• Enhance automation processes and coordinate with internal departments to recommend systems or production environment modifications or other corrective actions as appropriate.
• Document all efforts and activities to provide both time accountability as well as solution description for future use.
• Participate in special technical/technology related projects as assigned.
• Protect Best Western, its affiliates, and members by handling sensitive business information with appropriate confidentiality.
• Administration of patch management tools.
• Provide remote support to properties on an “as needed” basis.
• After hours on-call for security incident response and/or business impacting network issues.

Required Knowledge and Skills

• Strong understanding of networking and networking concepts including the areas of LAN/WAN, VLAN architecture, and network communication.
• Advanced understanding of computer/network systems, products, and services in more than one of the following areas: network security, software/hardware configuration, PC/desktop systems, computer operations and operating systems, TCP/IP, 802.11x, mobile technologies, Hotel Property Management systems.
• Problem solving aptitude.
• Intermediate proficiency in Microsoft Office Suite.
• Strong customer service skills.
• Strong communication skills both written and verbal.
• Ability to work independently and with exemplary time management.
• Basic mentoring skills necessary to provide support and constructive performance feedback.
• Familiarity with patch management software and services a plus

Preferred Experience and Education

• Minimum 2 years’ experience in business area of specialty.
• Remote technical support experience preferred.
• Bachelor's degree in an information technology related field of study or a combination of education and experience working with increasingly complex networking and computer hardware systems.
• Proven customer service experience.
• A+, Net+, Security+, CCNA or other certifications a plus.
• Demonstrated vendor management ability.
• Knowledge and/or experience in the hospitality industry and/or property management systems a plus.
• Security Operations experience and knowledge of common PCI vulnerability remediation a plus.

Work Location and Schedule

• This is a hybrid position, requiring onsite presence Mondays, Wednesdays and Fridays at our Global Operations Center, with the option to work remote on Tuesdays and Thursdays. This hybrid model fosters intentional collaboration, teamwork, connection, and productivity, while still providing flexibility and work life balance. The office address is 20400 N 29th Avenue, Phoenix, Arizona 85027.

This position is not eligible for immigration sponsorship.

Benefits Summary for Full-Time Employees

• Medical/Dental/Vision available day one
• Vacation/Sick- accruals start day one
• Paid company holidays and personal holidays to celebrate what’s important to you
• 401K - company contribution and match (U.S.)
• Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
• Employee discounts/hotel discounts
• Free financial and health wellness programs
• Tuition Reimbursement

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws.

The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.