Technical Architect – ITSM Platforms and Emerging Technologies, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Bethesda

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

125600.00 - 208200.00 USD / Year

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Job Description:

The role involves developing and maintaining strategic technical roadmaps, leading design, deployment, and development of ITSM Platforms, including AI chatbots, NLP tools, intelligent ACD/IVR Platforms, and ML Model Training for service delivery applications. Responsibilities include building strategic roadmaps for the ServiceNow platform, providing SME guidance, technical evaluations, and end-to-end lifecycle management.

Job Responsibility:

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

Requirements:

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)

Nice to have:

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

What we offer:

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
Stock awards
Deferred compensation plans

Additional Information:

Job Posted:
March 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Technical Architect – ITSM Platforms and Emerging Technologies