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Technical Architect – ITSM Platforms and Emerging Technologies

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Marriott Bonvoy

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Location:
United States , Bethesda

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Category:
IT - Software Development

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Contract Type:
Employment contract

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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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