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The Problem Manager, ITSM, 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.
Job Responsibility:
Lead the end-to-end Problem Management process in alignment with ITIL best practices
Drive thorough root cause analysis (RCA) using structured methodologies (e.g., 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
Requirements:
Undergraduate degree or equivalent experience/certifications
5+ years of experience in ITIL-based service operations
Experience with ServiceNow or similar ITSM platforms
Proven ability to collaborate with cross-functional teams and resolve complex issues
Strong analytical, communication, and documentation skills
Nice to have:
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