flex Senior Manager, Change Management & Deployment Support

Marriott • Bethesda, MD

7h • Hybrid

About The Position

This is a temporary position.
The Senior Manager, Deployment Support Resource – Finance will play a critical role in supporting the successful deployment of The Power of M transformation initiative. The Power of M is a multi-year effort to transform Marriott’s technology and business process ecosystem, evolving it to deliver on our vision to become the world’s favorite travel company.
The Senior Manager, Deployment Support Resource – Finance will act as a key contributor during each deployment wave and cutover event, serving as a resolution specialist for issues and incidents. This role will be responsible for coordinating testing plans with the MBS Operations Leads, creating, organizing and recommending change management resources to assist the teams, being a liaison between the finance project team and AHS Operations, leveraging deep knowledge of the finance team’s systems, processes, and tools. Deployment support resources will collaborate closely with the Global Command Center, Global Operations Teams, Finance Team and Learning teams as well as other support tiers.

Requirements

• 4-year degree preferred from an accredited university in information systems or equivalent combination of education and experience.
• 5+ years of relevant professional experience in technology support, operations, business systems or related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
• Experience working in a ticketing or incident management environment.
• Ability to troubleshoot, analyze, and communicate issue details clearly in real time.
• Proven leadership experience with end-user service support with a global scope.
• Prior change management experience participating in large-scale deployments, systems rollouts, or cutover events.
• Strong hotel / market experience and/or knowledge of Marriott lodging systems / business processes / hotel operations.
• Familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
• Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
• Strong presentation, facilitation, and stakeholder communication skills.

Nice To Haves

• Lodging finance experience preferred.

Responsibilities

• Own the Managed Hotel UAT and Change Management Impacts list and coordinate with AHS/MBS teams to ensure there are plans to execute the tasks listed and upskill all necessary operations teams in order to be prepared for the managed hotel go lives.
• Serve as a primary deployment-facing point of contact for functional and technical issues within the MBS / AHS discipline. Communicate issues surfaced by MBS to the necessary finance team members and open tickets when necessary.
• Apply functional and systems knowledge of Lodging Finance Processes to analyze and address incidents, data issues, configuration gaps, and user concerns.
• Escalate issues when necessary, partnering with technical teams, deployment leads, or command center resources to drive solutions forward.
• Collaborate with other support teams to ensure end-to-end visibility and coordination for cross-functional incidents.
• Contribute to the documentation of known issues, workarounds, and updates to knowledge articles or job aids.
• Support validation and testing of issue resolution where needed, working with impacted hotel or business stakeholders as appropriate.
• Participate in daily support calls, wave readiness reviews, and cutover planning sessions.
• Log accurate ticket notes, resolution steps, and time-to-close details in ServiceNow for issue tracking and reporting purposes.
• Perform other duties as needed.

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• 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.
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level