Senior Manager, ServiceNow IT Asset Management

We are  seeking a ServiceNow Technical Product Owner with a strong background in IT Asset Management (ITAM) to lead the implementation of the IT Asset Management program at Marriott International leveraging the ServiceNow platform.  The candidate will be responsible for delivering business value through the continued adoption of ServiceNow in support of Marriott International’s hardware and software asset management program.  This role requires technical expertise in both the discipline of ITAM and the ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) Modeuls.  Key focus areas include the establishment of core processes for ITAM and continued build out of the HAM and SAM Modeules through workflow management and automation in ServiceNow.  This role will collaborate with hardware and software product and service owners to establish comprehensive lifecycle management workflows, task automation, and similar strategies to document the milestones in the lifecycle of an asset. The successful candidate will establishes strong partner relationships with internal stakeholders, educates 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 asset records maintained. Identifies, prototypes, tests, and releases solutions that are future-proof, customer centric, adoptable, and addresses key asset lifecycle needs.  This role will lead a small team of ITAM technical SMEs that will be responsible for both the technical implementation and operations of the ITAM modules in ServiceNow. 

CANDIDATE PROFILE

Education and Experience

Required:

• 7+ years in Information Technology field with a minimum of:
  • 3+ leading a team of system engineers.
  • 5+ years experience working with ServiceNow ITAM (HAM and SAM).
  • 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.

Preferred:

• Experience with ServiceNow HAM and SAM Modules
• Experience with ServiceNow Content Catalog
• Experience and understanding of common principles for Hardware Asset Management in large enterprises 
• Experience and understanding of common principals of Software licensing in large enterprise (ELAs, True Ups, Software Audits, Customer Obligations for reviewing and maintaining ELP with software manufacturers).
• Experience working with multiple SAM platforms (primarily ServiceNow and Flexera)
• Understanding the technical and Business implications of planned work for ITAM
• Cultivating relationships, customer centricity, and a passion for establishing workflows that automate or simplify long standing problems
• Understanding of Agile/Lean and Design Thinking.
• Demonstrated understanding of hardware & Software model management in ServiceNow
• Experience with developing business cases, technical designs, and financial models
• 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.
• ITIL v4 Foundation preferred.

CORE WORK ACTIVITIES

• Product owner for Marriott’s ITAM capabilities (ServiceNow HAM/SAM, and Flexera One)
• Program Ownership: Directly oversee the ITAM strategy and process development and adoption work to enable ITAM outcomes working with ITAM Governance function, IT Product Owners and Continent IT Teams.
• Partners with procurement-led asset management governance function, data center infrastructure, global network and Marriott’s field IT teams to establish processes and workflows to automate or simplify the ongoing upkeep of hardware and software assets.
• Process Developent: Lead Process definition initiatives to improve ITAM adoption across Marriott.
• Establishes Metrics and KPIs and aligns with other teams to develop a framework to measure progress for ITAM.
• Development of ITAM Reporting Dashboard to support Marriott ITAM initiatives such as End of Life Management and Asset Inventory
• Roadmap Planning: Represent the technical perspective in ITAM roadmap planning, understanding the implication of value streams and overall roadmap
• Collaborate closely with partners and service owners to build healthy roadmaps, service definitions, and a people first user experience.
• Leads a team of technical SMEs and developers that will create workflows and analyze data in the CMDB, HAM, and SAM databases to find solutions to data aging and integrity issues.
• Partners closely with CMDB & Configuration Management team to elevate awareness of any CMDB Discovery issues or Configuration Management process escapes.
• Works with Marriott’s VARs, OEMs, and SaaS providers to identify and prioritize opportunities to integrate with their solutions to establish better lifecycle management and effective license position (ELP) data for use in the ServiceNow platform.
• Supports and Maintains Marriott’s Flexera One SaaS platform used for IBM sub-licensing ELP
• 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.
• Support governance based on standard methodologies and ensure proper alignment to projects and major initiatives
• Analyze the current state to detect defects and recommend solutions for improvement.

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 (OCM) 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.

The salary range for this position is $103,600 to $167,400 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.

Washington Applicants Only: 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 28 days after the date of this posting, December 16, 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.