at Marriott in Springfield, Illinois, United States
Job Description
Job Number 24110263
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
Responsible for leading Marriott International’s IT Configuration Management and Service Mapping practices leveraging the ServiceNow ITOM product as the product owner for the ServiceNow CMDB. Responsible for establishing governance over the CMDB through collaboration with Marriott’s product, service and process owners to establish standards through aligning on IT Configuration Management and Service Mapping needs using the CMDB in alignment with CSDM. Leverage the ServiceNow ITOM product and scale the operational relevance of the CMDB in alignment with stakeholder requirements and best practices. Partner with IT Asset Management teams and IT Product Owners to align discovery trend data with asset lifecycle management data requirements. Establishes strong partner relationships with internal stakeholders, educates leadership on best practices, and manages a pipeline of enhancements to the ServiceNow platform that will allow for measurable and repeatable outcomes that reduce the workload required to keep CMDB records maintained. Works alongside a team of Sr. Technical Analysts and Sr. Systems Analysts to design scaleable and repeatable solutions that are future-proof, customer centric, adoptable, and addresses key CI and asset lifecycle needs.
CANDIDATE PROFILE
Education and Experience
Required:
+ 7+ years in Information Technology field with a minimum of:
+ 3+ leading a team of system engineers
+ 5+ years experience working with ServiceNow ITOM (CMDB, ServiceNow Agentless Discovery, Discovery using Service Graph Connectors).
+ 3+ years’ experience working with Hardware and Software Asset Management Programs in Fortune 500 Companies
+ Bachelor’s Degree in Computer Science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or work/military experience.
Preferred:
+ Experience and understanding of common principals of CMDB Discovery – common challenges, access requirements, best practices for cloud (AWS, Azure, Alibaba) discovery, discovery of container technologies (i.e. Kuberentes, EKS, RedHat OpenShift)
+ Experience leading implementations of Service Mapping, Application Inventory Management and IT Asset Management
+ Experience in establishing standards and governance
+ Cultivating relationships, customer centricity, and a passion for establishing workflows that automate or simplify processes
+ Understanding of Agile/Lean, Design Thinking and Riskiest Assumption Testing methods.
+ Demonstrated understanding of CMDB tables and the ServiceNow CSDM
+ Experience with developing business cases, technical designs, and financial models
+ Experience in working in regulatory environments
+ Experience with Federated CMDB Model (multi-sourced CMDB)
+ Excellent communication skills and problem solving ability.
+ Ability to work independently and with others.
+ Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
+ Evident ability to identify emerging and innovation solutions and then craft them to address current and future technology challenges.
+ Some experience with ServiceNow Event Management is a plus
+ ITIL v4 Foundation preferred.
+ Knowledge of IT Infrastructure environments and network engineering a plus
+ Experience with Agent Client Connector – Visibility (ACC-V) a plus
+ Certified ServiceNow Administrator (or ability to obtain it in 90 days)
CORE WORK ACTIVITIES
+ Product owner for Marriott’s CMDB capabilities using ServiceNow
+ Process owner for Marriotts IT Configuration Management and Service Mapping Processes
+ Establish a Governance operating model for the CMDB focusing on data ownership and standards management
+ Determine future discovery and integration requirements and needs to improve CMDB completeness and data quality
+ Develop and maintain CMDB Operational Metrics focused on improving CMDB & Discovery Health
+ Establish data quality standards aligning to ServiceNow CMDB health metrics and CSDM.
+ Coordinate with numerous teams in aligning data requirements to their processes.
+ Create dashboards and reporting to empower data owners to better manage their data.
+ Manages relationship with product owners of multiple products that Marriott has established service graph connectors with for the purposes of discovering transient assets (laptops, handheld devices, mobile phones, printers, etc.).
+ Works to ensure failed discoveries are converted to tangible remediation work product efforts that are documented and communicated
+ Managed the time of a combination of Marriott FTEs and partner sourced developers to achieve optimal results.
+ Establishes KPIs and aligns with stakeholder teams to develop a mutually agreeable framework to measure progress..
+ Collaborate closely with partners and service owners to build healthy roadmaps, service definitions, and a people first user experience.
+ Leads a team of Sr. Technology Analysts and Sr. Systems Analysts that will create workflows and analyze data in the CMDB, HAM, and SAM repositories to find solutions to data aging and integrity issues.
+ Partners closely with IT Asset Mgmt team to elevate awareness of any CMDB Discovery issues that can impair data update requirements
+ Establishes roadmap to solve complex multi-faceted issues that impair clean data gathering in the CMDB
+ Support governance based on standard methodologies and ensure proper alignment to projects and major initiatives
+ Analyze the current state to detect service design defects and recommend solutions for improvement.
+ Utilize Design Thinking to conduct rapid design sessions with customers and partners.
+ Delivering Technology
+ Establish or meaningfully contribute to Marriott International’s ServiceNow product capabilities roadmap.
+ Plan and coordinate complex design activities that yield quality functional designs, usability, and end user experience.
+ Facilitate and coordinate organizational change management with Marriott’s stakeholders, Ensure enhancements are well documented and communicated and stakeholders are aware and informed at all times of what is in progress and when releases are planned to go live.
Managing Work, Projects, and Policies
+ Coordinates and implements work and projects as assigned.
+ Generates and provides accurate and timely results in the form of reports, presentations, etc.
+ Analyzes information and evaluates results to choose the best solution and solve problems.
+ Develops specific goals and plans to prioritize, organize, and accomplish work.
+ Sets and tracks goal progress for self and others.
+ Monitors the work of others to ensure it is completed on time and meets expectations.
+ Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.
Leading Team
+ Creates a team environment that encourages accountability, high standards, and innovation.
+ Leads specific team while assisting with meeting or exceeding department goals.
+ Makes sure others understand performance expectations.
+ Ensures that goals are being translated to the team as they relate to tracking and productivity.
+ Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
+ Understands employee and develops plans to address need areas and expand on the strengths.
+ Provides the team with the capabilities needed to meet or exceed expectations.
+ Lead
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