FLEX Problem Manager at Marriott Hotels Resorts

DescriptionThis is a temporary position.Job SummaryTheProblem 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 positionplays a pivotal role in driving service stability operational excellence and continuous improvement across the enterprise.This role oversees the full lifecycle of IT problemsfrom 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 theenterprise.Candidate ProfileEducation and ExperienceRequired: Undergraduate degree or equivalent experience/certifications. 5 years of experience inITIL-based service operations. Experience with ServiceNow or similar ITSM platforms. Proven ability to collaborate with cross-functional teams andresolvecomplex issues. Stronganalytical 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-solvingand coordinationskills. 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). Ensureaccuratedocumentation of problem records in ServiceNow andmaintainand manage the Known Error Database (KEDB). Collaborate with technical teams to implement permanent fixes and preventive measures. Monitor problem trends and proactivelyidentifyareas for improvementand automation. Facilitate post-incident reviews and ensure lessons learned are documented and acted upon. Develop and present problem metrics dashboards andexecutive-level reports. Coordinate cross-functional teams to ensuretimelyresolution 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 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.Required Experience:Manager Key Skills Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management Employment Type : Full-Time Department / Functional Area: Administration Experience: years Vacancy: 1