**Job Number** 22199965
**Job Category** Information Technology
**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
**Located Remotely?** Y
**Position Type** Management
The Director of Configuration Management, ServiceNow reports to the Sr. Director, Service Now Platform and is responsible for the development of the configuration management capabilities to include - continual improvement of Marriott's configuration management database (CMDB), development and adoption of asset management, implementation application portfolio management, and providing an easy-to-use reporting capability.
The Director of Configuration Management, ServiceNow role is both technical and strategic in nature. This leader will work with a team of engineers and technical analyst supporting and transforming the current environment.
+ Lead the ServiceNow IT Asset & Application Portfolio Management Implementations
+ Enhance the maturity of Configuration and Hardware/Software Asset Management
+ Strengthen the functions supporting security operations
+ Evolve the CMDB data relationship, service mapping, and application portfolio management capability
+ Simplify the expert and general user ability to search and report on data from ServiceNow platform
+ Increase the adoption of the Configuration and Asset Management processes across technology and business teams
**Education and Experience**
+ **Bachelor's** **Degree in Information Systems** **or related field or equivalent experience, education, and certification.**
+ Excellent verbal and written communication skills with the ability to create materials for with audiences at all levels.
+ **8+ years of IT service operations experience with a minimum of 5+ years in ServiceNow platform at a Fortune 500 company.**
+ 3+ years of Configuration & IT Asset Management (both Software and Hardware asset management)
+ Demonstrated knowledge of ITSM tool experience
+ Three years direct and matrix management experience
+ Proven ability and experience in executing strategic asset management processes successfully
+ Knowledge of licensing agreements involving software, including Microsoft.
+ Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
+ Strong ability to carry out assigned tasks independently with little supervision
+ **Experience with planning solutions focused on low code/no code implementations while minimizing customizations.**
+ **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).
+ Demonstrated success leading medium-to-large-scale service management initiatives/transformations.
+ 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.
+ Knowledge of business environment, service requirements, and hospitality culture.
+ Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
+ Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business
+ 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; ITAM 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 Configuration and IT Asset Management platform
+ Perform daily and long-term operational and strategic management of hardware and software inventories as defined by the Asset & Configuration Management process.
+ Managing the delivery of ITAM/SAM projects within planned costs and budgets, providing the team with direction, oversight and support;
+ Direct involvement in the delivery of ITAM (HAM/SAM) projects, often working with and potential supporting the deployment of HAM/SAM technologies
+ Define and manage best practice solutions around software purchasing, management, deployment infrastructure and/or process management to mitigate the risk
+ Cross-functional collaboration and integration support with SNOW platform including ITSM
+ Configure and maintain the Asset management systems to support Internal deliverables
+ Perform research on industry best practice and incorporate it with organizational practice.
+ Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management.
+ Work closely with technology and business teams to identify and facilitate ongoing efficiencies and data quality improvement
+ Oversee and refine processes to manage IT Asset requests and associated assets throughout their respective lifecycles, including governance and compliance
+ Ensure automation of data to assist in the financial management of deployed assets throughout their life cycle
+ Facilitate the negotiation of the scope of the asset and configuration management process in collaboration with CMDB governing structures, process owners, and IT business stakeholders.
+ Defining metrics, collecting data, and reporting on the effectiveness of IT asset management processes
+ Identify which CIs need to be managed and controlled from the basis of Asset, Configuration Management, and Inventory
+ Plan and execute population of the configuration management database (manual and automated); manage CMDB, central libraries, tools, common codes, and data; ensure regular housekeeping of the CMDB.
+ Ensure changes to the configuration management processes are properly approved and communicated.
+ Maintaining data continuity within the IT Asset Repository, including Asset Models
+ Plan, monitor, and record hardware assets and/or software license to make sure they comply with vendor contracts in different software tools
+ Apply a continuous improvement approach in enhancing the strategies employed in technology spending, as well as in tracking company assets within the Configuration Management Database (CMDB) throughout their lifecycle
+ Ensure effective management of the CMDB and that the content contained is accurate
+ Provide guidelines and oversight to staff of procurement analysts
+ Provide KPI/Metrics information, generate and distribute various reports, including compliance reports on current assets/ CIs and their status; also perform trend analyses
+ Define and enhance scheme for identifying hardware and software-related assets as well as CIs, including versioning and dependencies in the asset management tools, attributes, the Contract management library, and the CMDB
+ Manage inventory of CIs and assets, including dependencies and attributes), making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge in the tools to ensure that the vendor contracts are complied with
+ Responsible for managing lifecycle of hardware and software models in the DML right from their introduction to their retirement
+ Perform verification and audit of the asset database and CMDB content; verify software assets with license contracts, confirm hardware assets with actual inventory, and initiate corrective actions and tract them
+ Design processes relating to software and hardware asset management, execute and enhance them
+ Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management
+ Create and execute governance and strategic asset management function
+ Collaborate with Service Desk and Infrastructure teams to determine trends in asset performance
+ Establish and maintain hardware and software maintenance database.
+ Mature the ServiceNow reporting capabilities to enable associates to search and report on metrics necessary for the business
+ Perform other duties as assigned
**Managing Projects and Priorities**
+ Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
+ Provides direction and assistance to other teams regarding projects. Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
+ Analyzes information and evaluates results to choose the best solution and solve problems.
+ Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc.
+ Plans, develops, implements, and evaluates the quality of the teams' operations.
+ Provides recommendations to improve the effectiveness of processes or programs.
+ Understands and meets the needs of key stakeholders.
+ Supports achievement of performance goals, budget goals, team goals, etc.
**Leading Discipline Team**
+ Champions leaders' vision for product and service delivery.
+ Works with direct reports and peers to develop and implement strategies and goals. Communicates a clear and consistent message regarding goals to produce desired results.
+ Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
+ Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.
**Managing and Conducting Human Resources Activities**
+ Interviews and hires employees.
+ Promotes the fair and equitable treatment of employees.
+ Facilitates regular, ongoing communication in department (e.g., staff meetings).
+ Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees.
+ Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
+ Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
+ Solicits employee feedback.
+ Utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns
+ Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating
Procedures (SOPs and LSOPs) and supports the Peer Review Process.
+ Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
+ Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
+ Identifies talents of direct reports and their teams and assists with their growth and development plans.
_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. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
- Data Integrity
- Service Management
- Application Integration Architecture
- Problem Management
- Solution Architecture