FLEX ITSM Tools Administrator

Marriott Hotels Resorts•Bethesda, MD

About The Position

This is a temporary position. JOB SUMMARY We are looking for a seasoned ITSM tools administrator to join our team as a Senior Technology Analyst. In this role you will perform the function as a Flexera Administrator within the ServiceNow CMDB and IT Asset Management Team. This role is technical in nature and will work with the ServiceNow CMDB, ITOM Discovery, ITAM Team and Product Owners across Marriott. This role will report to Director of the ServiceNow IT Asset Management and Configuration Management (CMDB) team. As the administrator for the FlexeraOne tool, you will be responsible for the configuration and optimization along with the execution of daily administrative and maintenance processes. You will provide hands-on technical support and enhancements of the application along with knowledge transfer to other team members. This role requires a deep understanding of ITSM tooling administration, Infrastructure environments, IT Change management, upgrades and patching processes, IT asset management practices, and discovery processes. Duties for the Flexera Administrator include but are not limited to: Provide daily administration support. Enhance and configure the FlexeraOne to support business requirements. Monitor and analyze application-related problems and coordinate resolutions with internal teams in alignment with Service Level Agreements (SLAs) to maintain the health of the system. Establish and report on key metrics related to performance and accuracy of the tool. Collaborate with business to review and address enhancement requests, requirements, and workflow. Perform routine maintenance and upgrade activities, testing enhancements and communicating feature changes and impact to teams. Coordinate and lead support efforts with the vendor to include outages, escalations, upgrades, performance, and support case monitoring. Perform user administration. Mentor and train team members on application functionality and features. Understand the goals and requirements of the business to ensure proper configuration and support of the tool.

Requirements

3+ years’ experience as a ITSM tool administrator.
Bachelors degree in Information Technology, Computer Science or a related field
Understanding of application configuration, system administration, and ITSM processes.
Experience with corporate change control processes and compliance.
Familiarity with performance monitoring and operational reporting.
Ability to work independently as well as multi-task and manage multiple requirements, enhancements, and support.
Problem solving skills focused on diagnosing and resolving technical issues efficiently.
Strong documentation and reporting skills.
Detail oriented with strong organizational skills.
Strong communication skills, both written and verbal, with the ability to describe technical solutions in terms of business and leadership.

Nice To Haves

Flexera ‘IT Asset Management Administrator’ Certification
Experience leading Flexera One installations and upgrades.
Experience with the configuration and deployment of Flexera One, to include beacon and agent deployment, upgrades, and monitoring.
Experience analyzing business needs and requirements, risks, and workflows.
Ability to create custom reporting within Flexera One.
Basic understanding of IT Asset Management concepts, software licensing, and procurement.
Experience with system or application administration for additional tools, such as ServiceNow.
Experience with planning solutions focused on low code/no code implementations while minimizing customizations.
Strong understanding of the software development life cycle (SDLC).
Demonstrated success leading small-to-medium scaled initiatives.
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.
Experience working with varied architectural concepts, principles, and/or tools relevant to ITSM platforms.
Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members
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.

Responsibilities

Provide daily administration support.
Enhance and configure the FlexeraOne to support business requirements.
Monitor and analyze application-related problems and coordinate resolutions with internal teams in alignment with Service Level Agreements (SLAs) to maintain the health of the system.
Establish and report on key metrics related to performance and accuracy of the tool.
Collaborate with business to review and address enhancement requests, requirements, and workflow.
Perform routine maintenance and upgrade activities, testing enhancements and communicating feature changes and impact to teams.
Coordinate and lead support efforts with the vendor to include outages, escalations, upgrades, performance, and support case monitoring.
Perform user administration.
Mentor and train team members on application functionality and features.
Understand the goals and requirements of the business to ensure proper configuration and support of the tool.