Program Analyst

Role Purpose

To ensure the effective operation of Global Sales Excellence platforms by providing reliable system support, maintaining data integrity, managing intake workflows, and delivering a seamless and efficient user experience across IHG Javelin and its integrated tools.

Key Accountabilities

• Provide day-to-day support for IHG Javelin, including managing user requests, technical issues, and system updates
• Maintain system accuracy by ensuring user data, campaign records, and content are up to date
• Manage and track Sales Excellence GS intake requests, ensuring proper routing, ownership, and status updates
• Submit and monitor system support cases (e.g., user updates, license changes, sync issues, bulk uploads)
• Support CRM data quality and system hygiene by identifying and resolving inconsistencies or duplicates
• Provide support for integrated tools such as WalkMe, including troubleshooting and content updates
• Maintain documentation, system libraries, and operational resources to ensure accessibility and accuracy
• Collaborate with Global Sales, Sales Excellence, and cross-functional teams to support operational efficiency
   

Education

• Bachelors Degree or an equivalent combination of education and/or experience

Experience.

Technical Skills and Knowledge

• Background in CRM such as Salesforce
• Strong analytical and problem-solving skills with attention to detail
• Ability to manage multiple tasks and prioritize effectively
• Excellent communication and stakeholder coordination skills
• Strong organizational skills with a focus on accuracy and follow-through
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Outlook, Teams)
• Ability to troubleshoot system and data issues efficiently