FLEX Technology Analyst, ServiceNow Developer

This is a temporary position.

JOBSUMMARY

The Technology Analyst ServiceNow Developer plays a key role in advancing Marriotts IT Service Management capabilities by designing configuring and enhancing scalable solutions that improve operational efficiency and user experience. This position partners closely with architects analysts and business stakeholders to translate needs into effective platform capabilities automation reporting and data-driven improvements. The ideal candidate brings strong technical expertise a continuous improvement mindset and the ability to deliver high-quality solutions that support enterprise service delivery strengthen platform performance and enable long-term business value.

CANDIDATEPROFILE EducationandExperience

Required

• Bachelors degree in Information Technology Computer Science or a related field
• ServiceNow Certified Implementation Specialist (CIS) IT Service Management (ITSM) Certification or equivalent
• 5 yrs of hands-on experience with ServiceNow ITSM (e.g. Incident Request Problem Change Knowledge Service Catalog) and/or related platform capabilities (CMDB ITOM)

Preferred

• Ability to design and execute ITSM process improvements that align with business objectives and industry best practices
• Knowledge of orchestration for Automating IT Processes
• Experience with UI Scripts UI Action UI Macro UI Policies Script includes business rules security rules and workflow development with workflow studio and flow designer

COREWORKACTIVITIES

• Architectural Expertise: Design scalable reliable and high performance ServiceNow solutions that meet both immediate IT Service Management (ITSM) needs and long-term business goals
• Solution Configuration: Lead engagement with Technical and Solution Architects and Business Analysts to understand functional requirements and translate them into effective ServiceNow configurations. Configure and enhance ITSM capabilities (Incident Request Problem Change Knowledge Service Catalog) to align with business requirements and industry best practices.
• Development: Develop with workflow studio flow designer business rules and service catalog development.
• Innovation: Encourage innovation within the ServiceNow team. Support the exploration of new technologies methodologies and processes that can enhance the efficiency and effectiveness of the teamwork in support of Marriott business requirements.
• Testing and Quality Assurance: Develop ServiceNow configuration test plans and validate functionality data integrity and user experience. Address any issues and perform necessary adjustments to ensure the solution meets desired outcomes.
• Data Migration & Data Integration: Develop and document data migration and integration strategies as required to support ITSM processes. Ensure data accuracy consistency and lineage across key datasets (e.g. CMDB/CIs services users groups SLAs/OLAs).
• Data Analysis: Conduct data analysis on service ticket and configuration item (CI) data to support data quality and continual improvement initiatives.
• Reporting: Development of custom reporting tables to support business requirements for reporting and analytics.
• Documentation: Creating and maintaining technical documentation including design documentation configurations and user guides.
• Jira story writing: Draft clear testable user stories in Jira including acceptance criteria and definition of done to support Agile delivery and ensure shared understanding across technical and business stakeholders.
• Technical knowledge:
  • ITSM applications and their capabilities (Incident Request Problem Change Knowledge Service Catalog) including workflows SLAs assignments and notifications.
  • Service Portal and/or Employee Center experience (catalog items knowledge widgets/components) to improve self-service and user experience.
  • CMDB CSDM concepts and service modeling (applications services dependencies) to support Incident/Problem/Change and reporting.
  • Flow Designer / Workflow Studio and automation patterns to standardize fulfillment and reduce manual effort.
  • Virtual Agent and/or knowledge-centered service concepts to improve deflection and time to resolution (where applicable).
  • Reporting and Performance Analytics to measure ITSM outcomes (e.g. SLA attainment MTTR backlog CSAT) and drive continual improvement.

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.