FLEX Problem Manager, ITSM

This is a temporary position.

The assignment duration is through April 30, 2027.

JOB SUMMARY

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 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:

• Bachelor’s 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

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 (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 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.