What are the responsibilities and job description for the Service Management Engineer 3 position at Choice Hotels International?
- This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office **
Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as a Service Management Engineer 3 on the IT Risk Management team.
The Service Management Engineer 3 will support the implementation and maintenance of key IT Systems including ServiceNow and related components (e.g., business rules, screen tailoring, workflow administration, reporting, data imports, service catalog development, custom scripting, and third-party software integrations) for Choice Hotels.
This role is primarily a development-based role focused on innovation, continuous improvement, and new functionality, with some system administration required based upon customer demand. The Service Management Engineer 3 is accountable for their work product as well as their actions, will take initiative, and practice proactive communication within a collaborative IT and Business environment.
If you are a collaborative and self-driven engineer who thrives in fast-paced environments, while managing multiple priorities, we invite you to apply today and #MakeItYourChoice.
Your Responsibilities
Development Duties:
- Key contributor in the design, development, implementation, and support of the ServiceNow platform.
- Owns release level estimation for less complex development activities and assists in estimating release level of effort for complex development activities.
- Takes ownership of medium to complex business requirements and works them to completion.
- Reviews opportunities for process enhancements and recommends potential solutions.
- Identifies and recommends ideas for improvements within the tool, process, and metrics.
- Contributes to ensuring compliance with regulatory standards.
- Promotes a continuous quality improvement culture to enhance the services provided to all customers.
- Builds and maintains relationships with key stakeholders and customers by demonstrating positive attitudes and actions through a display of courtesy, congeniality, cooperation, initiative, sensitivity, and professionalism.
- Ensures tools are designed and implemented based on industry best practices and in accordance with Choice standards and challenges standards when appropriate.
- Drives incident resolution, as needed.
- Shares knowledge with peers and junior team members. This may include:
- Version upgrades activities.
- System performance issues.
- Responding to and resolving system outages.
- Communicating maintenance activities to impacted stakeholders/teams.
- Maintains adequate tool/system documentation.
- Suggests improvements based upon industry trends and strategies.
- Participates in planning and implementation meetings.
- Bachelor of Science or equivalent experience required.
- Minimum of five years of ServiceNow development experience.
- Excellent analytical and problem-solving skills to effectively evaluate information and data to make decisions.
- Excellent knowledge of design, coding, testing methodologies, and debugging procedures.
- Excellent oral and written communication skills to effectively communicate information to audiences at all levels of the organization, stakeholders, as well as provide end-user documentation and self-help solutions.
- Excellent interpersonal skills necessary to interact effectively with management, engineers, administrators, and business partners.
- Able to work under pressure and balance workload to make measurable progress on multiple high priority projects.
- Able to work both independently, as well as collaboratively, in achieving results within established timeframes with minimal supervision.
- Ability to manage and prioritize multiple assignments supporting business as usual, user request, as well as special projects.
- Ability to collaborate at a high level with others and actively incorporate their input.
- Additional preferred skills:
- Strong knowledge of computer languages, including but not limited to JavaScript, Angular, Python, SQL, and HTML.
- REST API experience, including JSON and credentials configuration.
- Familiarity with the AWS cloud environment, including Lambda.
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45 countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver