Technical Services Specialist

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 upon 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 & Canada’s 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

Ÿ 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.

Ÿ 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.

Ÿ Supports escalations relative to vulnerability or technical support as needed.

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

Ÿ 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

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

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

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

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

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

Ÿ Provides input on potential technology tools and solutions

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

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

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

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

Ÿ Provides input on process and practices to knowledge management tools

Ÿ 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.

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

Ÿ 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.

Ÿ 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 for this position is $67,724.80 to $134,991.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. 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 71 days after the date of this posting, 4/29/2024.

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.