Sr. Manager, ServiceNow Configuration Management at Marriott in Boise, Idaho, United States Job Description Job Number 23157239 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 CMDB using the ServiceNow platform. Collaborate with Marriott's product and service owners to align on CMDB needs using the ServiceNow ITOM product and grow the operational relevance of the CMDB in alignment with stakeholder requirements and best practices. Partner with IT Asset Management teams to align discovery trend data with asset lifecycle management data requirements. Establishes strong partner relationships with internal stakeholders, educates on best practices, and manages a pipeline of enhancements tyo the ServiceNow platform that will allow for measurable and repeatable outcomes that reduce the workload required to keep CMDB records maintained. Identifies, prototypes, tests, and releases solutions that are future-proof, customer centric, adoptable, and addresses key 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 and Application Inventory Management 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 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 v3 Foundation (or greater) preferred. CORE WORK ACTIVITIES Product owner for Marriott's CMDB capabilities using ServiceNow 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 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. Uses Pareto analysis to determine where largest opportunities for improvement lie and addresses those as highest priority. Collaborate closely with partners and service owners to build healthy roadmaps, service definitions, and a people first user experience. Leads a team of developers that will create workflows and analyze data in the CMDB, HAM, and SAM databases 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. Leads by example demonstrating self-confidence, energy and enthusiasm. Conducting Human Resources Activities Acts proactively when dealing with employee concerns. Extends professionalism and courtesy to employees at all times. Communicates/updates all goals and results with employees. Meets semiannually with staff on a one-to-one basis. Establishes and maintains open, collaborative relationships with employees. Solicits employee feedback. Interviews job candidates and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Ensures orientations for new team members are thorough and completed in a timely fashion. Observes behaviors of employees and provides feedback to individuals. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner. Manages group or interpersonal conflict. Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner. Manages time effectively and conducts activities in an organized manner. Presents ideas, expectations and information in a concise, organized manner. Uses To view full details and how to apply, please login or create a Job Seeker account