Senior Technology Analyst, ServiceNow Platform

Job Description

Job Number 23195081
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management

JOB SUMMARY

The Senior Technology Analyst of the ServiceNow Platform and legacy applications reports to the Director of the ServiceNow Platform and is responsible for the administration of the ServiceNow platform, the Franchise EID tool, Identity Center, and other legacy applications. The Senior Technology Analyst role is technical in nature and will work with the ServiceNow Architect, Director of ServiceNow Core and a team of engineers and technical analysts supporting and transforming the current Servcie Now environment. This includes continual improvement of Marriott’s ServiceNow platform, maintaining Marriott’s tool for enterprise id provisioning, overseeing solutions are developed to provide rigor and enhancements to business processes, leading a team of developers, ensuring the daily operations continue without any impact to the business, establishing best practices and standards, and providing guidance in architectural, design, and code reviews.

CANDIDATE PROFILE

Education and Experience

Required:

• Undergraduate degree in Information Systems or related field or equivalent experience, education, and certification.
• 7+ years of Information Technology experience including:
  • 5+ years IT service operations experience
  • 3+ years serving as a ServiceNow administrator or admin of a large enterprise platform
• Excellent verbal and written communication skills with the ability to create materials for with audiences at all levels.

Preferred:

• Demonstrated knowledge of ITSM tool experience specifically service catalog and workflows.
• Three years direct and matrix management experience.
• Strong knowledge of IT Service Management processes.
• Strong ability to carry out assigned tasks independently with little supervision.
• Experience with planning solutions focused on low code/no code implementations while minimizing customizations.
• Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment.
• Strong understanding of the software development life cycle (SDLC).
• Demonstrated success leading small-to-medium scaled initiatives.
• A thorough understanding of the interdependence of systems and their impact to the business.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Knowledge of business environment, service requirements, and hospitality culture.
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide, and influence appropriate courses of action.
• Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business.
• Experience in working with multi-vendor development environment.
• Experience in working with multi-tiered applications.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
• Experience of working with ServiceNow platform for global customers.
• ServiceNow Certified System Administrator or several years working as a ServiceNow Administrator.
• Agile/Scrum certifications
• ITIL Foundations Certification

CORE WORK ACTIVITIES

• Help lead a team of developers in conjunction with the other ServiceNow administrators.
• Lead ServiceNow integrations, implementations of new solutions and modules, as well as platform upgrades.
• Partner with key vendors and stakeholders to set expectations and deliver new solutions and enhancements.
• Set forth and enforce new practices, standards, and guidelines.
• Strengthen the functions supporting security operations.
• Maintain legacy applications from an operational standpoint while balancing security needs.
• Simplify the expert and general user ability to search and report on data from ServiceNow platform.
• Increase the adoption of the ServiceNow platform across technology and business teams.
• Efficiently address high priority operational issues and collaborate with other teams towards a resolution.
• Attend and potentially lead daily stand-up meetings.
• Manage multiple ServiceNow instances from PROD to multiple lower environments.
• Clone bi-weekly and monthly to lower environments.
• Provide access and rights to users across multiple instances.
• Manage roles and rights of service accounts.
• Manage and maintain 50+ integrations across multiple platforms and instances.
• Send out targeted communications to stakeholders, developers, and other user groups.
• Conduct annual upgrades to the ServiceNow platform.
• Understand trends and changes to applications and modules and the impact to business processes and the platform.
• Cross-functional collaboration and integration support with SNOW platform including ITSM.
• Coordinate efforts across multiple teams within the enterprise.
• Perform research on industry best practices and incorporate it with organizational practice.
• Conduct architectural, design, and code reviews upon new implementations, changes, or enhancements.
• Adhere to on call schedule and resolve operational issues should any arise.
• Establish and maintain documentation of procedures, processes, and reports concerning applications and modules across the ServiceNow Platform and legacy applications.
• Work closely with technology and business teams to identify and facilitate ongoing efficiencies and data quality improvement.
• Ensure optimal performance of the platform through monitoring process, reviews, and refinement.
• Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management.
• Create and execute governance and strategic asset management function.
• Establish and maintain hardware and software maintenance database.
• Mature the ServiceNow reporting capabilities to enable associates to search and report on metrics necessary for the business.
• Escalate issues with vendor including partnering with account representatives, service availability managers, and solutions developer.
• Perform other duties as assigned.

Managing Projects and Priorities

• Ability to oversee, track, and fulfill projects to completion.
• Prioritize projects and plan accordingly to avoid conflicts with clones, upgrades, initiatives, and other conflicts.
• Provides direction and assistance to other teams regarding projects. Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Thinks creatively and practically to develop, execute, and implement new plans or programs.
• Plans, develops, implements, and evaluates the quality of the teams’ operations.
• Provides recommendations to improve the effectiveness of processes or programs.
• Understands and meets the needs of key stakeholders.
• Supports achievement of performance goals, budget goals, team goals, etc.

Leading Discipline Team

• Champions leaders’ vision for product and service delivery.
• Works with leaders and peers to develop and implement strategies and goals specifically with the ServiceNow Technical Architect, the ServiceNow Platform Director, and the ServiceNow Product Owner.
• Communicates a clear and consistent message regarding goals to produce desired results.
• Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
• Provides targeted and timely communication of results, achievements and challenges to peers and leaders.

California Applicants Only: The salary range for this position is $93,713.00 to $204,107.00 annually.

Colorado Applicants Only: The salary range for this position is $93,713.00 to $185,551.00 annually.

New York Applicants Only: The salary range for this position is $93,713.00 to $204,107.00 annually.

Washington Applicants Only: The salary range for this position is $93,713.00 to $204,107.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.