Technical Architect – ServiceNow


Job Number 23149471

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management


The ServiceNow Architect reports to the Sr. Director, ServiceNow Platform and is responsible for the developing and maintaining the strategic technical roadmap of Marriott’s ServiceNow Platform. The ServiceNow architect role is technical and strategic in nature. The architect will work with a team of administrators, developers, and business analysts supporting the current environment.

Designing the ServiceNow IT Asset & Application Portfolio Management implementations,

Enhancing the maturity of Configuration and Hardware Asset Management,

Transforming the Associate and Property Portals,

Strengthening functions supporting security operations,

Simplifying the search and reporting experience of expert and general users.


Required Education and Experience:

Bachelor’sDegree in Information Systemsor related field or equivalent experience, education, and certification.

8 years of IT service operations experience with a minimum of 3 years as an ServiceNow Architect at a Fortune 500 company

5 years of relevant experience with implementing ServiceNow solutions.

Preferred :

Excellent verbal and written communication skills with the ability to create compelling materials for technical and executive audiences.

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).

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.

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


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.

Responsible for the selection, development and evolution of all ITSM platforms and tools.

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

Lead the relationship with multiple product vendors including ServiceNow

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.

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 considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local 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.