Technical Services Specialist - US/Canada Technology

Job Number 24074494

Job Category Information Technology

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

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management

JOB SUMMARY

Reporting to the Senior Manager of Technical Services and Security Compliance, the Technical Triage Services Specialist is responsible for daily work product of vulnerability management remediation. In addition they may be called apon to help coordinate the dispatch of, and act as the primary technical resource to, third party IT technicians in response to an on-site need where no other logical technical resource exists. This role will manage various department activities related to the US & Canada property infrastructure compliance and related services and tools.

Works in partnership with Field IT and Global IT for compliance and specific programs including escalations from the properties for technical challenges. Executes the technology services delivery offered as part of US & Canadas Technical Services and Security Compliance to all hotels in the US and Canada across all brands. Understands technology designs, compute, PCI Compliance requirements, storage and networking in multiple platforms and environments to support BAU activities in the US & Canada hotel IT environment.

CANDIDATE PROFILE

Required Education and Experience:

Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification

3+ years experience in information technology that includes one or more of the following:

o Networking and/or Server/Desktop Operating Systems (Microsoft Windows based Operating System)

o Application Development or Support

o Hardware support

Preferred:

Experience with agile frameworks

Experience/understanding of cloud technologies

Experience with technology security concepts and functions

Strong understanding of hotel property technical configurations and the impact on operations

Project management experience

Vendor management experience

Experience in developing and delivering presentations, technical and functional documentation

Direct or indirect management experience that includes coaching and developing associates with minimal guidance

Demonstrated ability to handle multiple priorities

CORE WORK ACTIVITIES

Delivering Technology

Triages Vulnerability issues for both internal and external issues that have been identified, and then works within the organization to ensure that issues are remediated in the production environment.

Reviews configuration requirements for new property based technical solutions to ensure existing security and compliance requirements are met. Proactively addresses configuration conflicts and works closely with third party partners and project teams to ensure effective adoption in the field.

Supports escalations relative to vulnerability or technical support as needed.

Coordinates the dispatch of third party IT resources to hotels in US & Canada.

Works closely with the third party IT resources to deliver a highly competent and effective service that supports our effort to deliver best in class guest service

Supports compliance initiates in conjunction with the US & Canada Technical Services and Security Compliance team.

Manages, maintains, and supports the tools (ADSP, AD, Putty, Office 365, Beyond Trust, Secret Server, Maark2, Slack, CareAR) utilized to provide Property Technology Services.

Provides guidance and recommendations for server infrastructure designs that adopt industry best practices and meet the ongoing security and operational needs of US & Canada.

Works closely with Regional and Area Directors to ensure maximum performance and reliability of property-based systems.

Provides educational direction to Marriott Service Providers, Service Desk, and Field Services organizations in core technologies as required.

Provides input on potential technology tools and solutions

Promotes and provides guidance on the benefits of US & Canada Technology Services to the organization.

Provides educational direction to Marriott Service Providers, Service Desk, and Field Services organizations in core technologies as required.

Provides feedback to leadership, project teams, and field teams to on improving operational conditions and processes to address evolving needs.

Ensures that documentation for property technology environment is maintained according to standards for US & Canada Technology Services.

Provides input on process and practices to knowledge management tools

May participate in on call support as needed to ensure the successful and efficient technical operations of our hotels.

Technology Governance

Drives guidelines and governance requirements for change control, configuration management, security controls and services delivery.

Demonstrates continuous improvement through metrics of quality consistency and client satisfaction.

Follow all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed.

Maintain a proper balance between business and operational risk.

Managing Work, Projects, and Policies

Coordinates and implements work and projects as assigned.

Complies with Federal and State laws applying to procedures.

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.

Manages the flow of questions and directs questions.

Supporting Operations

Works with team to put sustainable work processes and systems in place that support the execution of the strategy.

Establishes and maintains complete and up-to-date information to ensure accurate reporting.

Represents team in resolving situations.

Maintains and manages inventory and service operations.

Additional Responsibilities

Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.

Attends and participates in all relevant meetings.

Presents ideas, expectations and information in a concise, organized manner.

Uses problem solving methodology for decision making and follow up.

Maintains positive working relations with internal customers and department managers.

Manages time effectively and conducts activities in an organized manner.

Performs other reasonable duties as assigned by manager.

California Applicants Only: The salary range for this position is $66,560.00 to $134,991.00 annually.

Colorado Applicants Only: The salary range for this position is $63,150.00 to $122,722.00 annually.

Hawaii Applicants Only: The salary range for this position is $76,410.00 to $134,991.00 annually.

New York Applicants Only: The salary range for this position is $63,150.00 to $134,991.00 annually.

Washington Applicants Only: The salary range f.