JOB SUMMARY

Marriott International, Inc. is looking for a Systems Engineer to join its Technology Workplace Products End User Tools team. The Systems Engineer serves as a Subject Matter Expert and will be responsible for the planning, design, build and implementation for Marriott’s standard remote support tools’ product lifecycle, currently BeyondTrust Remote Support. This role will also drive the product roadmap including ongoing enhancements, maintenance and support. They will contribute to resolving complex issues and providing input for decisions on complex, non-routine service requests. This role will be called upon to make contributions into research, analysis, design, creation, and implementation of systems to meet current and future requirements. An ideal candidate will exhibit strong communication skills, be self-motivated, adaptable and dependable. This individual will collaborate on multiple projects to ensure for successful completion.

CANDIDATE PROFILE

Education and Experience

Required:

• Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification
• 5+ years’ overall experience in information technology that includes the following
  • 3+ years’ experience designing, developing and implementing solutions for Windows OS devices in a large enterprise.
  • 3+ years’ experience in identifying and resolving complex technical issues related to Windows OS, installed applications, applied configurations, etc. (root cause analysis)
• 3+ years’ experience with design, build, configuration, and maintenance for Bomgar / BeyondTrust Remote Support Cloud/Atlas solutions
• Demonstrated experience collecting, verifying, and documenting customer requirements and associated use cases.
• Demonstrated experience conducting quality assurance validation of test cases
• Demonstrated experience in drafting, authoring, and publishing technical / non-technical / process documentation for less senior technicians and users
• Excellent verbal and written communication skills for a wide range of audiences including executives, business stakeholders and IT teams.
• Demonstrated ability to perform independently as a member of a team and through cross functional initiatives
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Familiarity with Python automation scripts to execute and verify completion of activities.

Preferred:

• Demonstrated experience collaborating with Service Provider for build and operations of related products/solutions
• Demonstrated experience using CMDB (ServiceNOW) for request/incident management
• Demonstrated experience with PowerShell and other programming languages.
• Demonstrated experience with Design Thinking methodologies
• Demonstrated experience with Agile methodologies
• Demonstrated experience using JIRA for workload management/tracking
• Demonstrated ability to perform independently, as a member of a team, and through cross-functional initiatives.
• Strong passion for technology and the drive to learn new technology.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proficiency in key Microsoft Office products including Visio, Word, Excel, PowerPoint and PowerBI.

CORE WORK ACTIVITIES

• Provides support, oversight, governance and tactical direction related to the remote support services that are required to enable the delivery of IT services
• Provide input to the overall architecture, operational governance model
• Researching, designing, and implementing components that are standards based, high performing, highly available, and secure in delivering the required business functionality
• Educates internal and external users on the technologies to continually improve the knowledge and skill-base of the organization on how to operate and support the technology services
• Documents solutions and performs knowledge transfer via designs, build documents, and runbooks to external service providers. Creates and drives development of processes and system documentation.
• Delivers recommendations advising leadership on present risk and whether additional remediation or action is required.
• Monitors and reports on progress and validates success of compliance and remediation efforts executed by partner teams and service providers.
• Participates in the evaluation and selection of service products
• Supports analysis of the current environment to detect critical deficiencies and recommends solutions for improvement
• Utilizes capability modeling to align systems strategy and planning with business strategy and goals
• Consults with project teams to identify when it is necessary to modify services to accommodate project needs
• Implements and promotes standard configuration and change management, processes and practices
• Develops test plans, implementation plans, and project timelines for assigned projects

Managing Projects and Priorities:

• Functions as a technical expert within the department.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Complies with Federal and State laws applying to procedures.
• Determines priorities, schedules, plans and necessary resources to promote completion of any projects on time.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Champions leaders’ vision for product and service delivery in an agile environment.
• Provides direction and assistance to the projects and initiatives of other teams.
• Plans, develops, implements, and evaluates the quality of operations.

Delivering Technology:

• Performs quantitative and qualitative analyses for service delivery processes and projects.
• Supports existing systems and projects in a minimum of one environment.
• Reviews completeness of requirements prior to solutioning
• Plans and coordinates implementation, reviews quality control of systems functional design, usability, functionality, and implementation.
• Provides input to support desk change management efforts as it relates to support and training of new system
• Coordinates with appropriate IT and vendor relations teams
• Ensures early warning to the leadership regarding degraded or missed service levels

IT Governance:

• Follows all defined IR standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
• Maintains a proper balance between business and operational risk.
• Follows the defined project management standards and processes

Additional Responsibilities:

• Informs, updates, and provides information to supervisors, co-workers, and subordinates in a timely manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with internal customers and department managers.
• Manages time effectively and conducts activities in an organized manner.
• Performs other reasonable duties as assigned by manager.

California Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.

Colorado Applicants Only: The salary range for this position is $83,550.00 to $162,366.00 annually.

Hawaii Applicants Only: The salary range for this position is $101,096.00 to $178,603.00 annually.

New York Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.

Washington Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations 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, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

The application deadline for this position is 35 days after the date of this posting, 5/17/2024.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.