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Job Number 24113549

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

As a member of the Knowledge Management team in the Infrastructure & Delivery Shared Services organization, this position will be responsible for developing and maintaining an IT Knowledge Management practice. This role involves producing the content structure, promoting sharing and developing a Knowledge Management strategy utilizing Marriott’s operational processes, people and systems.

CANDIDATE PROFILE

Education and Experience

Required

• Undergraduate degree or equivalent experience/certifications

• 5+ years’ experience in Information Technology (IT) and/or Knowledge Management that include:

• 3+ years’ experience working with Knowledge Management practices

• 3+ years’ experience working with ServiceNow or similar ITSM platforms

• Demonstrated ability to assess customer/client needs, creatively approach solutions, and decide and influence appropriate courses of action.

Preferred skills and expertise

Technical

• Experience understanding infrastructure and operations data to enable KPI measurements

• Experience responding to user requests and formulating responses using both business and technical knowledge

• Excellent analytical skills where problems are very unusual and extremely difficult

• Experience with business process re-engineering

• Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice

• Proficiency developing ServiceNow dashboards and reports

General:

• Ability to independently manage small projects while also contributing to larger initiatives

• Experience communicating technical material to non-technical business partners to help them interpret data and uncover actionable information

• Strong interpersonal, written, and oral communication skills

• Experience interfacing with business partners

CORE WORK ACTIVITIES

• Help build, manage, and set direction of the Knowledge Management practice

• Create, capture, organize, and assess knowledge assets for enterprise use.

• Coordinate with cross-functional organizations to align Knowledge Management strategies.

• Develop a robust roadmap strategy for implementing Knowledge Management that builds on industry best practices and leverages tooling and process advancements.

• Promote the use of Knowledge Management tooling and processes to facilitate the sharing of knowledge.

• Build and drive a culture of knowledge sharing within Marriott and serve as an advocate for Knowledge Management initiatives.

• Support the development and implementation of training on KM processes and tooling

• Create and review KPIs for adoption, usage of high-value KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.

• Assist with resource planning as applicable to strengthen and expand KM initiatives.

• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.

• Be a thought leader on KM Framework implementation and share learnings and best practices broadly within Marriott.

• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.

• Bring relevant industry insights to incorporate into the KM Framework.

• Identify and evangelize success stories from the Knowledge Management Program.

• Design and develop incentive mechanisms to acknowledge and highlight active participants.

• Complete special projects, as assigned.

Managing Projects and Priorities

• Functions as a strategic senior technical expert within the Knowledge Management discipline.

• 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.

• 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.

California Applicants Only: The salary range for this position is $83,550 to $178,603 annually.

Colorado Applicants Only: The salary range for this position is $83,550 to $162,366 annually.

Hawaii Applicants Only: The salary range for this position is $101,096 to $178,603 annually.

New York Applicants Only: The salary range for this position is $83,550 to $178,603 annually.

Washington, D.C. Applicants Only: The salary range for this position is $91,905 to $162,366 annually.

Washington Applicants Only: The salary range for this position is $83,550 to $178,603 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 28 days after the date of this posting, July 1, 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.