FLEX Problem Manager | Corporate
Marriott International
FLEX Problem Manager | Corporate
Job Description
This is a temporary position.
Job Summary
The Problem Manager, ITSM, 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 problems—from 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.
Candidate Profile
Education and Experience
Required:
- Undergraduate degree or equivalent experience/certifications.
- 5+ years of experience in ITIL-based service operations.
- Experience with ServiceNow or similar ITSM platforms.
- Proven ability to collaborate with cross-functional teams and resolve complex issues.
- Strong analytical, communication, and documentation skills
Preferred Skills and Expertise
- 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
Core Work Activities:
- Lead the end-to-end Problem Management process in alignment with ITIL best practices.
- Drive thorough root cause analysis (RCA) using structured methodologies (e.g., 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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.
Locations
- Bethesda, Maryland, United States (Remote)
Salary
65,000 - 95,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proven ability to collaborate with cross-functional teams and resolve complex issuesintermediate
- Strong analytical, communication, and documentation skillsintermediate
- ITIL v4 certificationintermediate
- Knowledge of incident, change, and configuration management processesintermediate
- Ability to influence stakeholders and drive process adoptionintermediate
- Strong problem-solving and coordination skillsintermediate
- Experience managing multiple tasks and priorities in a dynamic environmentintermediate
Required Qualifications
- Undergraduate degree or equivalent experience/certifications (experience)
- 5+ years of experience in ITIL-based service operations (experience)
- Experience with ServiceNow or similar ITSM platforms (experience)
Responsibilities
- Lead the end-to-end Problem Management process in alignment with ITIL best practices
- Drive thorough root cause analysis (RCA) using structured methodologies
Answer 10 quick questions to check your fit for FLEX Problem Manager | Corporate @ Marriott International.
Related Books and Jobs
FLEX Problem Manager | Corporate
Marriott International
FLEX Problem Manager | Corporate
Job Description
This is a temporary position.
Job Summary
The Problem Manager, ITSM, 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 problems—from 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.
Candidate Profile
Education and Experience
Required:
- Undergraduate degree or equivalent experience/certifications.
- 5+ years of experience in ITIL-based service operations.
- Experience with ServiceNow or similar ITSM platforms.
- Proven ability to collaborate with cross-functional teams and resolve complex issues.
- Strong analytical, communication, and documentation skills
Preferred Skills and Expertise
- 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
Core Work Activities:
- Lead the end-to-end Problem Management process in alignment with ITIL best practices.
- Drive thorough root cause analysis (RCA) using structured methodologies (e.g., 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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.
Locations
- Bethesda, Maryland, United States (Remote)
Salary
65,000 - 95,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proven ability to collaborate with cross-functional teams and resolve complex issuesintermediate
- Strong analytical, communication, and documentation skillsintermediate
- ITIL v4 certificationintermediate
- Knowledge of incident, change, and configuration management processesintermediate
- Ability to influence stakeholders and drive process adoptionintermediate
- Strong problem-solving and coordination skillsintermediate
- Experience managing multiple tasks and priorities in a dynamic environmentintermediate
Required Qualifications
- Undergraduate degree or equivalent experience/certifications (experience)
- 5+ years of experience in ITIL-based service operations (experience)
- Experience with ServiceNow or similar ITSM platforms (experience)
Responsibilities
- Lead the end-to-end Problem Management process in alignment with ITIL best practices
- Drive thorough root cause analysis (RCA) using structured methodologies
Answer 10 quick questions to check your fit for FLEX Problem Manager | Corporate @ Marriott International.
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