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Marriott International · 1 month ago

FLEX Problem Manager

Bethesda, MD

Full-time

Hybrid

Senior Level

$40.81/hr - $61.15/hr

5+ years exp

Marriott International is the world’s largest hotel company, and they are seeking a FLEX Problem Manager to join their Technology Experience Center. This role is crucial in overseeing the lifecycle of IT problems, ensuring operational excellence and service stability by leading root cause analysis and coordinating cross-functional teams.

LeisureTourismTravel

Growth Opportunities

H1B Sponsor Likely

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

Qualification

ITIL-based service operationsServiceNowRoot cause analysisITIL v4 certificationIncident managementChange managementConfiguration managementAnalytical skillsCoordination skillsCommunication skillsDocumentation skillsProblem-solving skills

Required

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

Preferred

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

Benefits

401(k) plan

Stock purchase plan

Discounts at Marriott properties

Commuter benefits

Employee assistance plan

Childcare discounts

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

Paid sick leave

0.0384 PTO balance for every hour worked

Minimum of 9 holidays annually

Company

Marriott International

Glassdoor4.0

Marriott International, Inc.

Founded in 1927

Bethesda, Maryland, USA

10001+ employees

http://travel-brilliantly.marriott.com

H1B Sponsorship

Marriott International has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (101)

2024 (84)

2023 (97)

2022 (77)

2021 (37)

2020 (58)