Lead, IT Service Management Administrator in Lakeland Corporate Headquarters at Marriott Vacations Worldwide

Date Posted: 7/29/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.



Generic Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Generally, works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision making process.

Specific Job Summary

The Information Technology Service Support Management (ITSSM) Administrator manages the Cherwell tool manages the Cherwell tool in support of the following ITSSM modules; Self-Service Portal, Asset Management, IT Procurement, Service Catalog, Incident Management, Knowledge Management, Change Management and Configuration Management DB. (CMDB) globally. Responsible for development, content, quality configuration and final implementation in support of the ITSM processes. The core responsibilities are Incident Management, Problem Management, Change Management, Release Management, Asset Management, IT Procurement, End User Portal, and CMDB. Oversees the utilization of the tool, researches and analyzes functionality; partners with IT leads to manage and improve performance in support of business needs.

Supports business requests to develop, draft, test, and implement new processes. Ensures tool is operable and business partners are maximizing resource. Effectively lead service implementation by working with IT service providers to document their services in a format compatible with the ITSSM CSM designer's needs by re-engineering and design documentation. Provides training to end users and train 1st level IT Technicians. Create and support all reports within the ITSSM Cherwell Service Management tool. Document and facilitate the process of application related enhancements and bug fixes with the Cherwell support staff. Participate in all configuration design for ITSSM Cherwell Service Management and Cherwell Asset Management. Identify customer requests for new or enhanced functionality within the tool and collaborate with fellow ITSSM team members to document design approach and implementation. Participate and guide all test activities related to ITSSM configuration design.



Generic Expected Contributions

  • Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists more senior associates in achieving business results by:

- identifying opportunities to enhance the effectiveness of business processes.

- providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.

- participating in setting department operating plans.

- recognizing and celebrating team successes.

- achieving results against budget within scope of responsibility.

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Improve/maintain service delivery of IT Services and incident resolution within the tool within service level agreements standards
  • Partner, develop, design, create, test and implement, ITSSM system configuration based on customer's need
  • Timely completion of detailed design, configuration and deployment of services to meet functional and technical requirements as defined by the business users.
  • Responsible for ITSSM Service Design
  • Responsible for system and process documentation for ITSSM tools and processes; makes recommendations
  • Leads test scripting and planning which include timeline and recommendations for improvement
  • Liaison with vendor and developers to identify and implement application enhancements and software bug fixes
  • Provide training to 1st level support staff to help reduce time to resolution on application related incident calls
  • Utilize ITSM CSM call-tracking database to document all work performed related to assigned incident calls
  • Partner with IT and internal customers to document process flows and design ITSSM Service Catalog services based on process workflows
  • Responsible for documentation all ITSSM Service Catalog procedures.
  • Create/maintain and analyze ITSSM reports to measure and improve and meet deliverables
  • Adapt and react to changes within work environment in a professional demeanor.
  • Properly respond to and resolve system problems as they occur and follow established procedures for problem escalation and follow-up.
  • Provides status updates and comments to service owner(s), management and/or team participants.
  • Special projects as assigned by IT Director or IT Sr. Director.
  • Provides support skills for enhancing and maintaining existing system in order to meet internal and external user requirements.
  • Keep up to date with evolving technology trends, methods and solutions.


Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge in a discipline (e.g., Accounting, Human Resources, Information Resources). College degree and/or relevant experience typically required.

Specific Candidate Profile

Education/Certifications

Required:5-7 years working experience in high volume, high-paced, results oriented business environment with a focus on customer service, application administration and request fulfillment.

Preferred: BS/BA degree in business, in addition to above. ITIL v3 certification

Experience

Required: 5-7 years experience in business operations with a customer service focus, process design/measurement and leadership

Preferred: 5-7 years experience in quality assurance, customer service and incident management. Knowledge of ITSSM processes. Knowledge of Cherwell CSM & CAM, NewScale Request Center or CISCO Workplace Portal, JavaScript, HTML, Cognos Reporting and Sarbanes-Oxley guidelines.

Skills

Required:

  • Business process and workflow design experience.
  • Excellent verbal/written communication and organization skills.
  • Basic technical/enterprise application experience.
  • Ability to lead application testing plan.
  • Strong technology skills, including experience with operating systems, database management systems, business and operations applications, system development and project management practices.
  • Demonstrate operational experience in mission critical environments.
  • Excellent documentation (all Microsoft products) skills and must be self-motivated, analytical, diplomatic and driven.
  • Solid understanding of Service Level Agreements, Service Catalog, Incident Management and Request Fulfillment.
  • Ability to work as a team member or leader, at times, resolving customer issues.

Preferred: Knowledge of Cherwell Service Management and service design in newScale or CISCO Service Catalog products and Cherwell Service Management, in addition to above

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.