FLEX Problem Manager, ITSM

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., * 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

• 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

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

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.