Technical Architect

Additional Information

Job Number

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

JOB SUMMARY

The ITSM Platforms & Emerging Technologies Architect reports to the Sr. Director, ITSM Platforms & Emerging Technologies and is responsible for developing and maintaining the strategic technical roadmap of Marriott's GenAI chat and ITSM Platforms. This role is strategic in nature with a strong component of hands on lead-developer responsibilities. This pivotal role involves leading the design, deployment, and development of ITSM Platforms and Emerging Technology solutions, including:

o AI Chatbots and Virtual Agents

o AI Tool Orchestration and Automation for large data set evaluation and workflow

o NLP Tools for sentiment and trend analysis

o Intelligent ACD/IVR Platforms for globally dispersed contact centers

o ML Model Training for service delivery applications

o Front-end Service Portals for internal associates and managed service providers

CANDIDATE PROFILE

Education and Experience:

Required :

• 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)

Preferred :

• 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

CORE WORK ACTIVITIES

• 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

Managing Projects and Priorities

• Functions as a strategic senior technical expert within the department.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Champions leaders' vision for product and service delivery.

• Makes and executes the necessary decisions to keep moving forward toward achievement of goals.

• Provides direction and assistance to other teams regarding projects.

• Determines priorities, schedules, plans and necessary resources to promote completion of any projects on schedule.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Reviews vendor proposals and selects appropriate vendor for services/technologies/hardware.

• Thinks creatively and practically to develop, execute and implement new project plans.

• Generates and provides accurate and timely results in the form of reports, presentations, etc.

• Plans, develops, implements, and evaluates the quality of operations.

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stakeholders.

• Communicates concepts in a clear and persuasive manner that is easy to understand.

• Demonstrates an understanding of business priorities.

• Supports achievement of performance goals, budget goals, team goals, etc.

Providing Technical Support and Consultation

• Provides technical expertise and technical leadership within own and other teams.

• Provides recommendations to improve the effectiveness of processes and programs.

• Demonstrates advanced knowledge of job-relevant issues, products, systems, and processes.

• Demonstrates advanced knowledge of function-specific procedures.

• Applies knowledge/judgment to achieve business goals.

• Foresees, identifies and resolves problems.

• Keeps up-to-date technically and applies new knowledge to job.

• Performs other reasonable duties as required for this position.

The salary range for this position is $125,600 to $208,200 annually . click apply for full job details