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Senior Manager, IT Configuration Management

Marriott International

Marriott International

Bethesda, MD, USA
Posted on Thursday, June 27, 2024

Job Description

Job Number 24110263
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management

Responsible for leading Marriott International’s IT Configuration Management and Service Mapping practices leveraging the ServiceNow ITOM product as the product owner for the ServiceNow CMDB. Responsible for establishing governance over the CMDB through collaboration with Marriott’s product, service and process owners to establish standards through aligning on IT Configuration Management and Service Mapping needs using the CMDB in alignment with CSDM. Leverage the ServiceNow ITOM product and scale the operational relevance of the CMDB in alignment with stakeholder requirements and best practices. Partner with IT Asset Management teams and IT Product Owners to align discovery trend data with asset lifecycle management data requirements. Establishes strong partner relationships with internal stakeholders, educates leadership on best practices, and manages a pipeline of enhancements to the ServiceNow platform that will allow for measurable and repeatable outcomes that reduce the workload required to keep CMDB records maintained. Works alongside a team of Sr. Technical Analysts and Sr. Systems Analysts to design scaleable and repeatable solutions that are future-proof, customer centric, adoptable, and addresses key CI and asset lifecycle needs.


Education and Experience


  • 7+ years in Information Technology field with a minimum of:
    • 3+ leading a team of system engineers
    • 5+ years experience working with ServiceNow ITOM (CMDB, ServiceNow Agentless Discovery, Discovery using Service Graph Connectors).
    • 3+ years’ experience working with Hardware and Software Asset Management Programs in Fortune 500 Companies
  • Bachelor’s Degree in Computer Science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or work/military experience.


  • Experience and understanding of common principals of CMDB Discovery – common challenges, access requirements, best practices for cloud (AWS, Azure, Alibaba) discovery, discovery of container technologies (i.e. Kuberentes, EKS, RedHat OpenShift)
  • Experience leading implementations of Service Mapping, Application Inventory Management and IT Asset Management
  • Experience in establishing standards and governance
  • Cultivating relationships, customer centricity, and a passion for establishing workflows that automate or simplify processes
  • Understanding of Agile/Lean, Design Thinking and Riskiest Assumption Testing methods.
  • Demonstrated understanding of CMDB tables and the ServiceNow CSDM
  • Experience with developing business cases, technical designs, and financial models
  • Experience in working in regulatory environments
  • Experience with Federated CMDB Model (multi-sourced CMDB)
  • Excellent communication skills and problem solving ability.
  • Ability to work independently and with others.
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Evident ability to identify emerging and innovation solutions and then craft them to address current and future technology challenges.
  • Some experience with ServiceNow Event Management is a plus
  • ITIL v4 Foundation preferred.
  • Knowledge of IT Infrastructure environments and network engineering a plus
  • Experience with Agent Client Connector – Visibility (ACC-V) a plus
  • Certified ServiceNow Administrator (or ability to obtain it in 90 days)


  • Product owner for Marriott’s CMDB capabilities using ServiceNow
  • Process owner for Marriotts IT Configuration Management and Service Mapping Processes
  • Establish a Governance operating model for the CMDB focusing on data ownership and standards management
  • Determine future discovery and integration requirements and needs to improve CMDB completeness and data quality
  • Develop and maintain CMDB Operational Metrics focused on improving CMDB & Discovery Health
  • Establish data quality standards aligning to ServiceNow CMDB health metrics and CSDM.
  • Coordinate with numerous teams in aligning data requirements to their processes.
  • Create dashboards and reporting to empower data owners to better manage their data.
  • Manages relationship with product owners of multiple products that Marriott has established service graph connectors with for the purposes of discovering transient assets (laptops, handheld devices, mobile phones, printers, etc.).
  • Works to ensure failed discoveries are converted to tangible remediation work product efforts that are documented and communicated
  • Managed the time of a combination of Marriott FTEs and partner sourced developers to achieve optimal results.
  • Establishes KPIs and aligns with stakeholder teams to develop a mutually agreeable framework to measure progress..
  • Collaborate closely with partners and service owners to build healthy roadmaps, service definitions, and a people first user experience.
  • Leads a team of Sr. Technology Analysts and Sr. Systems Analysts that will create workflows and analyze data in the CMDB, HAM, and SAM repositories to find solutions to data aging and integrity issues.
  • Partners closely with IT Asset Mgmt team to elevate awareness of any CMDB Discovery issues that can impair data update requirements
  • Establishes roadmap to solve complex multi-faceted issues that impair clean data gathering in the CMDB
  • Support governance based on standard methodologies and ensure proper alignment to projects and major initiatives
  • Analyze the current state to detect service design defects and recommend solutions for improvement.
  • Utilize Design Thinking to conduct rapid design sessions with customers and partners.
  • Delivering Technology
  • Establish or meaningfully contribute to Marriott International’s ServiceNow product capabilities roadmap.
  • Plan and coordinate complex design activities that yield quality functional designs, usability, and end user experience.
  • Facilitate and coordinate organizational change management with Marriott’s stakeholders, Ensure enhancements are well documented and communicated and stakeholders are aware and informed at all times of what is in progress and when releases are planned to go live.

Managing Work, Projects, and Policies

  • Coordinates and implements work and projects as assigned.
  • 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.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Sets and tracks goal progress for self and others.
  • Monitors the work of others to ensure it is completed on time and meets expectations.
  • Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.

Leading Team

  • Creates a team environment that encourages accountability, high standards, and innovation.
  • Leads specific team while assisting with meeting or exceeding department goals.
  • Makes sure others understand performance expectations.
  • Ensures that goals are being translated to the team as they relate to tracking and productivity.
  • Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
  • Understands employee and develops plans to address need areas and expand on the strengths.
  • Provides the team with the capabilities needed to meet or exceed expectations.
  • Leads by example demonstrating self-confidence, energy and enthusiasm.

Conducting Human Resources Activities

  • Acts proactively when dealing with employee concerns.
  • Extends professionalism and courtesy to employees at all times.
  • Communicates/updates all goals and results with employees.
  • Meets semiannually with staff on a one-to-one basis.
  • Establishes and maintains open, collaborative relationships with employees.
  • Solicits employee feedback.
  • Interviews job candidates and assists in making hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures orientations for new team members are thorough and completed in a timely fashion.
  • Observes behaviors of employees and provides feedback to individuals.

Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
  • Manages group or interpersonal conflict.
  • Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
  • Manages time effectively and conducts activities in an organized manner.
  • Presents ideas, expectations and information in a concise, organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Performs other reasonable duties as assigned by manager.

California Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Colorado Applicants Only: The salary range for this position is $96,038 to $190,154 annually.

Hawaii Applicants Only: The salary range for this position is $116,205 to $209,169 annually.

New York Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Washington Applicants Only: The salary range for this position is $96,038 to $209,169 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.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 5 days after the date of this posting, June 26, 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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.