> Markdown version of [/jobs/ext/2562440-flex-problem-manager-itsm](https://www.wearedevelopers.com/jobs/ext/2562440-flex-problem-manager-itsm). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# FLEX Problem Manager, ITSM

- **Company:** Marriott International, Inc.
- **Location:** Bethesda, MD, United States (Remote available)
- **Experience:** Expert
- **Contract:** Temporary contract
- **Skills:** Configuration Management, Databases, Servicenow
- **Published:** August 22, 2026
- **Apply:** https://www.jobmonkeyjobs.com/career/27957470/Flex-Problem-Manager-Itsm-Maryland-Bethesda-1054

## About the Role

* 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

## Description

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


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Flexibility is Key: Unlocking the Advantages of Versatile Software Solutions for Strategic Innovatio](https://www.wearedevelopers.com/videos/1943-flexibility-is-key-unlocking-the-advantages-of-versatile-software-solutions-for-strategic-innovatio)
- [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases)
- [Terraform for Developers](https://www.wearedevelopers.com/videos/3-terraform-for-developers)
- [AI in Regulated Industry - Validating AI-Enabled Products with PLM and Digital Twins](https://www.wearedevelopers.com/videos/2065-ai-in-regulated-industry-validating-ai-enabled-products-with-plm-and-digital-twins)
- [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases)

## Related Articles

- [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [Remote, Hybrid, or In-Office: What’s Really Best for Developers?](https://www.wearedevelopers.com/magazine/638-remote-hybrid-or-in-office-what-s-really-best-for-developers)
- [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)