Job DescriptionThis is a temporary position.
JOB SUMMARY
The Technology Analyst, ServiceNow Developer plays a key role in advancing Marriott's IT Service Management capabilities by designing, configuring, and enhancing scalable solutions that improve operational efficiency and user experience. This position partners closely with architects, analysts, and business stakeholders to translate needs into effective platform capabilities, automation, reporting, and data-driven improvements. The ideal candidate brings strong technical expertise, a continuous improvement mindset, and the ability to deliver high-quality solutions that support enterprise service delivery, strengthen platform performance, and enable long-term business value.
CANDIDATE PROFILE Education and Experience
Required
- Bachelor's degree in Information Technology, Computer Science or a related field
- ServiceNow Certified Implementation Specialist (CIS) IT Service Management (ITSM) Certification or equivalent
- 5+ yrs of hands-on experience with ServiceNow ITSM (e.g., Incident, Request, Problem, Change, Knowledge, Service Catalog) and/or related platform capabilities (CMDB, ITOM)
Preferred
- Ability to design and execute ITSM process improvements that align with business objectives and industry best practices
- Knowledge of orchestration for Automating IT Processes
- Experience with UI Scripts, UI Action, UI Macro, UI Policies, Script includes business rules, security rules and workflow development with workflow studio and flow designer
CORE WORK ACTIVITIES
- Architectural Expertise: Design scalable, reliable and high performance ServiceNow solutions that meet both immediate IT Service Management (ITSM) needs and long-term business goals
- Solution Configuration: Lead engagement with Technical and Solution Architects and Business Analysts to understand functional requirements and translate them into effective ServiceNow configurations. Configure and enhance ITSM capabilities (Incident, Request, Problem, Change, Knowledge, Service Catalog) to align with business requirements and industry best practices.
- Development: Develop with workflow studio, flow designer, business rules and service catalog development.
- Innovation: Encourage innovation within the ServiceNow team. Support the exploration of new technologies, methodologies and processes that can enhance the efficiency and effectiveness of the teamwork in support of Marriott business requirements.
- Testing and Quality Assurance: Develop ServiceNow configuration test plans and validate functionality, data integrity and user experience. Address any issues and perform necessary adjustments to ensure the solution meets desired outcomes.
- Data Migration & Data Integration: Develop and document data migration and integration strategies as required to support ITSM processes. Ensure data accuracy, consistency, and lineage across key datasets (e.g., CMDB/CIs, services, users, groups, SLAs/OLAs).
- Data Analysis: Conduct data analysis on service, ticket, and configuration item (CI) data to support data quality and continual improvement initiatives.
- Reporting: Development of custom reporting tables to support business requirements for reporting and analytics.
- Documentation: Creating and maintaining technical documentation, including design documentation, configurations, and user guides.
- Jira story writing: Draft clear, testable user stories in Jira, including acceptance criteria and definition of done, to support Agile delivery and ensure shared understanding across technical and business stakeholders.
- Technical knowledge:
- ITSM applications and their capabilities (Incident, Request, Problem, Change, Knowledge, Service Catalog) including workflows, SLAs, assignments, and notifications.
- Service Portal and/or Employee Center experience (catalog items, knowledge, widgets/components) to improve self-service and user experience.
- CMDB, CSDM concepts, and service modeling (applications, services, dependencies) to support Incident/Problem/Change and reporting.
- Flow Designer / Workflow Studio and automation patterns to standardize fulfillment and reduce manual effort.
- Virtual Agent and/or knowledge-centered service concepts to improve deflection and time to resolution (where applicable).
- Reporting and Performance Analytics to measure ITSM outcomes (e.g., SLA attainment, MTTR, backlog, CSAT) and drive continual improvement.
All locations offer 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. Click here to learn more.
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.
Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.
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.
