FLEX Problem Manager, ITSM

This is a temporary position.

The assignment duration is through April 30 2027.

JOBSUMMARY

The FLEX Problem Manager ITSM (IT Service Management) is part of the Technology Experience Center chartered with supporting our organizational mission to create exceptional experiences. At Marriott we are transforming the way we manage technology; this position plays a pivotal role in driving service stability operational excellence and continuous improvement across the enterprise.

This role oversees the full lifecycle of IT problemsfrom identification and investigation to documentation and resolution. By leading structured root cause analysis and coordinating cross-functional teams the Problem Manager ensures that recurring issues are addressed effectively and permanently. The position is instrumental in fostering a root cause-driven culture in partnership with ITSM Practice Owners Service Desk Leaders SRE teams and product owners across the enterprise.

CANDIDATEPROFILE EducationandExperience

Required:

• Bachelors degree or equivalent experience/certifications
• 5 years of experience in ITIL-based service operations
• Experience with ServiceNow or similar ITSM platforms
• Proven ability to lead cross-functional teams and resolve complex issues
• Strong analytical communication and documentation skills

Preferred

• ITIL v4 certification
• Knowledge of incident change and configuration management processes
• Ability to influence stakeholders and drive process adoption
• Strong problem-solving and coordination skills
• Experience managing multiple tasks and priorities in a dynamic environment

COREWORKACTIVITIES

• Lead the end-to-end Problem Management process in alignment with ITIL best practices
• Drive thorough root cause analysis (RCA) using structured methodologies (eg 5 Whys Fishbone)
• Ensure accurate documentation of problem records in ServiceNow and maintain and manage the Known Error Database (KEDB)
• Collaborate with technical teams to implement permanent fixes and preventive measures
• Monitor problem trends and proactively identify areas for improvement and automation
• Facilitate post-incident reviews and ensure lessons learned are documented and acted upon
• Develop and present problem metrics dashboards and executive-level reports
• Coordinate cross-functional teams to ensure timely resolution of critical issues
• Champion continuous improvement initiatives across ITSM processes
• Provide guidance and training to support teams on problem management practices

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.