This site uses cookies. To find out more, see our Cookies Policy

Sr. Manager, IT Reporting and Metrics - Knowledge Management in Lakeland Corporate Headquarters at Marriott Vacations Worldwide

Date Posted: 5/8/2019

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. 

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, 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

Responsible for creating and maintaining ITIL metrics and reports. Partners with Process Owners to understand goals, review performance metrics, and make recommendations. Implement changes and delivers to add value to the business. Utilizes reports to identify trends and provides feedback to IT Leaders. Supports all IT Leaders in designing, creating, and maintaining their department ITSM dashboards.

Responsible for the Knowledge Management Process Globally. Publishes reports, metrics, and knowledge articles to the User Portal.

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 (including duties and responsibilities)

  • Improve/maintain customer satisfaction
  • Create and maintain ITIL metrics and reports
  • Create and maintain ITSM department dashboards
  • Review and update knowledge articles prior to publication
  • Liaison to all Knowledge Article Owners
  • Publish reports, metrics, and knowledge articles to the User Portal
  • Partner with Process Owners to understand goals, review performance metrics, and make recommendations.
  • Support all IT Leaders in designing, creating, and maintaining their department ITSM dashboards.
  • Timely completion of the design and creation of the ITIL reports and department dashboards.

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 Technology). College degree and/or relevant experience typically required.

Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)


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

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


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 Cherwell ITSSM, Cognos reporting, Crystal reporting, Power BI, Excel, and Visual Basic

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


  1. Project Jobs
  2. IT Project Manager Jobs