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SERVICE NOW ENGINEER - GLOBAL TECHNOLOGY SUPPORT (REMOTE OPPORTUNITY)
Summary
Hyatt Hotels Corporation seeks an enthusiastic ServiceNow Engineer to join our ServiceNow team supporting Global Technology Support. In this role, you will be collaborating closely with the broader Global Technology Support and other supporting IT teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.
Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleague's become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.
As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences and jobs into careers.
Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People
What sets us apart is our purpose—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.
- Annual allotment of free hotel stays at Hyatt hotels globally
- Flexible work schedule
- Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
- A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
- Paid Time Off, Medical, Dental, Vision, 401K with company match
Who You Are
As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.
Qualifications
At Hyatt Hotels, ServiceNow is a major productivity solution and is a very important part of our mission to take care of people so they can be their best. ServiceNow Engineers serve on a professional deployment team to architect and deploy solutions within the ServiceNow platform for our Hyatt customers with automation and process improvement in mind. Engineers provide administrative ServiceNow support, including troubleshooting, implementing bug fixes, and root cause analysis while using their ability to develop, configure, integrate, and/or implement with knowledge of the platform helping Hyatt keep up to date and enabling the best ServiceNow platform experience possible. Proactively identify opportunities to automate existing processes, driving increased efficiency for the Global Service Desk team. Additionally, contribute to the development of effective reporting solutions that provide actionable insights to the management team. Leverage ServiceNow’s reporting and analytics capabilities to design and deliver customized reports and dashboards, enabling data-driven decision-making and improved operational oversight. Identify, promote, and collaborate on AI opportunities within ServiceNow to support AI adoption. Work with the AI and ServiceNow professional development team on the strategy to implement solutions that leverage artificial intelligence to improve customer satisfaction by enhancing responsiveness, streamlining processes, and delivering personalized experiences.
Responsibilities:
- Interact with internal customer team members to capture business requirements and translate them into appropriate technical solutions.
- Commit to the continuous improvement and learning of development and ServiceNow best practices, tools, and technology
- Support and develop in Hyatt’s ITSM module and Services Operations Workspace (SOW)
- Responsible for providing accurate and up to date documentation on current ITSM processes or Custom Applications, using understandable business language
- Monitors health, usage, and overall compliance of the ServiceNow platform
- Works directly with ServiceNow Architect- IT and ServiceNow Manager to align the ServiceNow application with IT organization strategy
- Works with key Global Technology Support and IT Process Owners and leadership on priorities and being the main contact on many ITSM products
- The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary
- Co-lead Global Technology Support weekly call for prioritization with ServiceNow team
- Occasions to create and lead Hyatt engineered Citizen Developer program
- Opportunities to participate in Hyatt’s Diversity & Inclusion activities
- 2-4+ years of work experience in ServiceNow
Experience Preferred:
- Bachelor’s degree in a related field however any combination of education, experience, and certification that demonstrates the candidate can be successful in the position is acceptable
- Hands-on development experience with ServiceNow
- Experience building ServiceNow solutions in non-IT contexts a plus
- Strong working knowledge of ITIL practices (Incident, Problem, and Request Management
- Knowledge of ITL Frameworks and tools
- Web development experience using HTML5, CSS, JavaScript, Angular or React, and related technologies preferred
- Knowledge of web services (SOAP, REST or JSON)
- Exposure to integrating ServiceNow with other applications or databases.
- Experience with ServiceNow’s Service Portal, SOW Workspace, Agent Assist, Playbooks, and Knowledge Base
- Experience in Virtual Agent and supporting branching
- Exposure to Configurable Workspaces and UI Builder
- An interest in leveraging new features / technologies is critical
- Ability to learn new technologies as they relate to the ongoing improvement of the ServiceNow platform
- System analysis & design skills, technical writing skills
- Critical thinking and a desire to provide user friendly and professional platform to Hyatt internal customers is required
- Experience with Agile (or Scale Agile Framework) project management processes a plus
- Adaptable to change and able to work independently and as part of a team
- Effectively manage multiple projects concurrently while maintaining a high level of attention to detail on each project
- Strong communication skills (oral and written)
- Ability to work with individuals across multiple functions
- Ability to communicate with several senior leaders within the company
Additional Comments and Requirements:
- Ability to travel worldwide on as as-needed basis for meetings and conventions is required (up to 10% of total work hours)
- Provide ServiceNow support on-call outside normal working hours during ServiceNow upgrades, major platform incidents or events
________________________________________
We welcome you:
Research shows that individuals tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.
We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.
The salary range for this position is $90,000 -110,000. This position is also eligible to earn an annual bonus.
The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
