Technical Architect – ITSM Platforms and Emerging Technologies

**Additional Information**

**Job Number** 25039051

**Job Category** Information Technology

**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20...)

**Schedule** Full Time

**Located Remotely?** N

**Position Type** Management

**JOB SUMMARY**

The ITSM Platforms & Emerging Technologies Architect reports to the Sr. Director, ITSM Platforms & Emerging Technologies and is responsible for developing and maintaining the strategic technical roadmap of Marriott’s GenAI chat and ITSM Platforms. This role is strategic in nature with a strong component of hands on lead-developer responsibilities. This pivotal role involves leading the design, deployment, and development of ITSM Platforms and Emerging Technology solutions, including:

o AI Chatbots and Virtual Agents

o AI Tool Orchestration and Automation for large data set evaluation and workflow

o NLP Tools for sentiment and trend analysis

o Intelligent ACD/IVR Platforms for globally dispersed contact centers

o ML Model Training for service delivery applications

o Front-end Service Portals for internal associates and managed service providers

**CANDIDATE PROFILE**

**Education and Experience:**

**Required** :

• Bachelor’s Degree in Information Systems or related field or equivalent experience, education, and certification.

• 8+ years of IT service operations experience with a minimum of 3+ years as a Solution Architect, Lead Developer or Lead Engineer

• 5+ years of relevant experience with implementing ITSM Platform solutions.

• Applied experience designing and deploy virtual agents (chatbots)

**Preferred** :

• Excellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiences.

• Experience and working knowledge of virtual agent chatbot solutions including (but not limited to) Microsoft Copilot, Moveworks, Amazon Lex, ServiceNow Virtual Agent

• Experience with planning solutions focused on low code/no code implementations while minimizing customizations.

• Experience planning and implementing integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendations.

• Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment

• Recent experience with private and public cloud concepts

• Strong understanding of the software development life cycle (SDLC).

• Experience deploying web applications with a focus on User Experience and Responsive code for multi-device compatibility

• Demonstrates strong executive presence and strategic thinking skills.

• Ability to evaluate and communicate operational metrics and issues to leadership.

• A thorough understanding of the interdependence of systems and their impact to the business.

• End to end infrastructure lifecycle experience from “chip to chiller” inclusive of servers, storage, data centers, databases, middleware and web/application environments.

• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.

• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.

• Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.

• Experience in working with multi-vendor development environment

• Strong analytical, problem-solving, and decision-making capabilities.

• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.

• Experience of working with ServiceNow platform for global customers.

• ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist

• Agile/Scrum certifications

• ITIL Foundations Certification

**CORE WORK ACTIVITIES**

• Build strategic roadmap to mature and increase the adoption of ServiceNow platform

• Understand as-is state of ServiceNow modules and the challenges

• Cross-functional collaboration and integration support with SNOW platform including ITSM, ITOM, ITAM, APM etc.,

• Provide SME-level guidance on implementation considerations at both the ServiceNow platform and solution levels for enterprise-wide or large-scale information systems

• Provide technical evaluation of demands against ServiceNow platform architecture, capabilities and best practices

• Identify opportunities to improve and streamline the overall platform and its performance

• Design and document technical specifications, configurations and customizations for out of the box, new solutions and systems integrations

• Develop coding and configuration standards as well as best practices for maintaining the ServiceNow architecture model

• Create and document technical governance processes; Provide technical guidance and recommendations to developers on platform-wide development solutions

• Participate in ongoing projects, collaborate with Technical leads and Developers functioning as technical SME

• Understand the platform architecture and guidance/policy/requirements for the platform, including infrastructure, security requirements, privacy, integrations,

• Conduct alternatives analysis and present objective recommendations to decision makers

• Ensure compliance with enterprise data standards and information sharing

• Provide input and assistance in addressing any IT Security-related Plan of Action and Milestones and patching

• Evaluate analytically and systematically problems of workflows, organization, and planning and develop appropriate corrective action

• Review existing programs and assist in making refinements, reducing operating time, and improving current techniques.

• Participate in presentations and proposal activities and help create reusable solutions that can be used across customer projects.

• Builds and maintains a standard set of service integration delivery tools and processes that will provide the right level of governance for all IT teams, and that will contribute to client satisfaction.

• Ensures that the organization is driving automation and lean processes into the delivery of services from the ServiceNow platform.

• Partner with leaders from Service Integration, Tools, Infrastructure Operations, Security and the Marriott Technology Operations Center to understand their process improvement needs & translate them into enterprise efforts

• Lead the culture of continuous improvement by identifying projects, initiatives & getting the customer or leadership engagement and deliver them

• Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information

• Mature the ServiceNow reporting capabilities to enable associates to search and report on metrics necessary for the business

**Managing Projects and Priorities**

• Functions as a strategic senior technical expert within the department.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Champions leaders’ vision for product and service delivery.

• Makes and executes the necessary decisions to keep moving forward toward achievement of goals.

• Provides direction and assistance to other teams regarding projects.

• Determines priorities, schedules, plans and necessary resources to promote completion of any projects on schedule.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Reviews vendor proposals and selects appropriate vendor for services/technologies/hardware.

• Thinks creatively and practically to develop, execute and implement new project plans.

• Generates and provides accurate and timely results in the form of reports, presentations, etc.

• Plans, develops, implements, and evaluates the quality of operations.

**Delivering on the Needs of Key Stakeholders**

• Understands and meets the needs of key stakeholders.

• Communicates concepts in a clear and persuasive manner that is easy to understand.

• Demonstrates an understanding of business priorities.

• Supports achievement of performance goals, budget goals, team goals, etc.

**Providing Technical Support and Consultation**

• Provides technical expertise and technical leadership within own and other teams.

• Provides recommendations to improve the effectiveness of processes and programs.

• Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.

• Demonstrates advanced knowledge of function-specific procedures.

• Applies knowledge/judgment to achieve business goals.

• Foresees, identifies and resolves problems.

• Keeps up-to-date technically and applies new knowledge to job.

• Performs other reasonable duties as required for this position.

The salary range for this position is $125,600 to $208,200 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

_Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

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.