ITSM Solution Engineer, ServiceNow (Remote/Virtual)

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Qualifications

JOB SUMMARY

This
position requires a skilled developer to engineer and implement ITSM solutions
on our standard ITSM platform. The developer must work with business customers
to rationalize their requests, educate them on current functionality and determine
if configuration or customization of the ITSM platform is appropriate and
document their requirements. The developer will implement their code in
compliance with Architectural guidelines and adhere to change management
policies and procedures. The deliverables are expected to meet high quality
standards. Must be able to work both independently and as a productive member
of a project team. The position requires the candidate to work closely with key
client stakeholders and senior technology leaders. Ideal candidate must be
self-motivated with a proven track record in ITSM technologies and comfortable
in the dynamic atmosphere of a technical organization with a rapidly expanding
customer base. Candidate must be organized and analytical, adept at working in
a team environment, able to implement on time to a project schedule, and able
to handle multiple priorities in a fast moving environment.

CANDIDATE
PROFILE

Education and Experience

Required:

• 7+
  years of IT experience in systems admin, database, support, etc.
• 4-6
  years’ experience in managing a large ITSM environment (10,000+ nodes).
• 5+
  years’ experience working with varied architectural concepts, principles, and tools
  relevant to ITSM platforms
• Undergraduate
  degree or equivalent experience/certification.

Preferred:

• Strong analytical, communication and
  facilitation skills.
• Experience with ITSM software (HP, BMC, ServiceNow,
  etc.)
• System integration experience using web
  services and other web based technologies such as XML, HTML, AJAX, CSS, HTTP,
  REST/SOAP
• Fundamental knowledge of networking including
  TCP/IP ports and firewalls, network protocols, and IP networks
• Excellent troubleshooting skills with ability
  to demonstrate influence in a consultative fashion to stakeholders and other
  team members
• Experience with development and
  implementation of ITSM modules – Incident Management, Problem Management,
  Configuration Management, Change Management, Knowledge Management, etc.
• Ability to create and manage scripts and
  workflows
• Experience in one (or more) scripting
  languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g.
  MySQL, Oracle)
• Experience with Business Rules, Script
  Includes, UI Actions, Scheduled Jobs – all scripted aspects of ITSM platforms
• Experience with client and server-side
  JavaScript and the ITSM APIs
• Experience with custom UI changes with usage
  of Web Technologies such as DOM, HTML changes
• Experience presenting and conducting demo
  reviews with client stakeholders

CORE
WORK ACTIVITIES

Technical Leadership

• Represents the ITSM group on projects and
  initiatives.
• Manages configuration and customization efforts
  with customers to ensure quality and timeliness.
• Acts as the subject matter expert (SME) for
  ITSM tools and processes.
• Educates users on the ITSM processes and tools.
• Identifies process improvement opportunities.

Delivering
Technology

• Implements
  customizations to support business needs
• Integrates
  federated sources to the ITSM platform
• Responsible for ITSM Integrations with
  supporting systems
• Provides expertise on all technical questions
  related to ITSM development
• Develops technical solutions, implements them
  and completes component integration tests
• Understands the business needs and the needs
  to standardize processes, and build this into the design
• Understands the large scale thinking and
  approach needed for success of the project
• Uses expertise level of understanding of ITSM
  / ITIL processes and support mechanisms

KEY COMPETENCIES

Leadership

• Communication
  – Conveys information and ideas to others in a
  convincing and engaging manner through a variety of methods.
• Leading Through
  Vision and Values
  – Keeps the organization’s vision and values at the forefront of
  employee decision making and action.
• Managing Change
  – Initiates and/or manages the change process and
  energizes it on an ongoing basis, taking steps to remove barriers or accelerate
  its pace; serves as role model for how to handle change by maintaining
  composure and performance level under pressure or when experiencing challenges.
• Problem Solving
  and Decision Making
  – Identifies and understands issues,
  problems, and opportunities; obtains and compares information from different
  sources to draw conclusions, develops and evaluates alternatives and solutions,
  solves problems, and chooses a course of action.
• Professional
  Demeanor
  – Exhibits behavioral styles that convey confidence and command respect
  from others; makes a good first impression and represents the company in
  alignment with its values.
• Strategy
  Development
  – Develops business plans by exploring
  and systematically evaluating opportunities with the greatest potential for
  producing positive results; ensures successful preparation and execution of
  business plans through effective planning, organizing, and on-going evaluation
  processes.

Managing Execution

• Building a Successful
  Team
  – Uses an effective interpersonal style to
  build a cohesive team; inspires and sustains team cohesion and engagement by
  focusing the team on its mission and importance to the organization.
• Strategy
  Execution
  – Ensures successful
  execution across of business plans designed to maximize customer satisfaction,
  profitability, and market share through effective planning, organizing, and
  on-going evaluation processes.
• Driving for
  Results
  – Sets high standards of performance for self and/or others; assumes
  responsibility for work objectives; initiates, focuses, and monitors the
  efforts of self and/or others toward the accomplishment goals; proactively
  takes action and goes beyond what is required.

Building
Relationships

• Customer
  Relationships
  – Develops and sustains relationships
  based on an understanding of customer/stakeholder needs and actions consistent
  with the company’s service standards.
• Global Mindset
  – Supports
  employees and business partners with diverse styles, abilities, motivations,
  and/or cultural perspectives; utilizes differences to drive innovation,
  engagement and enhance business results; and ensures employees are given the
  opportunity to contribute to their full potential.
• Strategic
  Partnerships
  – Develops
  collaborative relationships with fellow employees and business partners by
  making them feel valued, appreciated, and included; explores partnership
  opportunities with other people in and outside the organization; influences and
  leverages corporate and continental shared services and/or discipline leaders
  (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve
  objectives; maintains effective external relations with government, business
  and industry in respective countries; performs effectively as a liaison between
  locations, disciplines, and corporate to ensure needed resources are received
  and corporate strategies are understood and executed.

Generating Talent
and Organizational Capability

• Developing Others
  – Supports the development of other’s skills
  and capabilities so that they can fulfill current or future job/role
  responsibilities more effectively.
• Organizational
  Capability
  – Evaluates and adapts the structure of assignments and work processes to
  best fit the needs and/or support the goals of an organizational unit.

Learning and
Applying Professional Expertise

• Continuous
  Learning
  – Actively identifies new areas for learning; regularly
  creates and takes advantage of learning opportunities; uses newly gained
  knowledge and skill on the job and learns through their application.
• Technical Acumen
  – Understanding and utilizing professional
  skills and knowledge in a specific functional area to conduct and manage
  everyday business operations and generate innovative solutions to approach
  function-specific work challenges
• Technical
  Intelligence:
  Knowledge and ability to define and apply appropriate technology to
  enhance business process
• Development
  Methodologies:
  Knowledge of general stages of SDLC framework
  and the application tiers within the development space.
• Information
  Security:
  Knowledge of the security considerations
  relevant within the development space, including industry best practices
  related to information security

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.