Job Description

This is a temporary position.

The assignment duration is through April 30, 2027.

JOB SUMMARY

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.

CANDIDATE PROFILE Education and Experience

Required:

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

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 (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

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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

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.

About Marriott International

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of approximately 9,000 properties across more than 30 leading brands in 141 countries and territories.

Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

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.

Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate.

Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/

Industry

Travel & Hospitality

Company Size

10,000+ employees

Headquarters

Bethesda, MD

Year Founded

Unknown

Website

marriott.com

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