FLEX Problem Manager

Marriott International • Bethesda, MD

34d

About The Position

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.

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 Haves

• 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

Responsibilities

• 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.

What This Job Offers

• Career Level: Mid Level
• Industry: Accommodation
• Number of Employees: 5,001-10,000 employees