Discovery Tool Administration in Lakeland Corporate Headquarters at Marriott Vacations Worldwide Call Center

Date Posted: 7/29/2019

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.

Generic 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

Manages the Infrastructure Discovery and Application/Service mapping lifecycles along with their associated technologies. Is the subject matter expert (SME) for infrastructure discovery and application service mapping within the ITSM tool, Cherwell Service Management. Works closely with other technology SMEs to build and maintain accurate application service maps. Designs, develops, and implements custom patterns, probes, and sensors to achieve a complete and accurate discovery of infrastructure components and application services. 

Support the integration of both discovery tools, Cherwell Asset Management and Firescope, to the CMDB within the Cherwell Service Management tool. Lead all test activities related to discovery and integration to CMDB. Document and facilitate the process of discovery related enhancements and bug fixes. Assist IT Director with process improvement analysis and documentation, root cause analysis documentation, and new application/technology capabilities evaluation.

Generic 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

  • Improve/maintain customer satisfaction, including reviewing process and making recommendations to leaders.
  • Configure ITSM tool in support of the Discovery process and Configuration Management DB.
  • Support all existing Discovery integrations to the ITSM tool
  • Develop and test new integrations for Discovery (Cherwell Asset Mgmt & Firescope)
  • Assist in creation maintenance of CMDB reporting
  • Maintain all scheduled jobs for Discovery
  • Test scripting and planning
  • Collaborate with MVW service desk to support all incidents for CAM & Firescope
  • Collaborate with Infrastructure teams to develop and maintain discovery integrity
  • Collaborate with Asset Manager and Configuration Manager on all license unit configuration
  • Support Configuration manager for all audit/compliance inquiries in regard to CI's created via discovery
  • Collaborate with external Vendors in support of ITSM Discovery
  • Support all discovery customizations within ITSM tool.
  • Ability to quickly adapt and react to changes within work environment.
  • Ability to work as a team member or leader, at times, resolving customer issues.
  • Properly respond to and resolve system problems as they occur and follow established procedures for problem escalation and follow-up.
  • Provides status updates and comments to process owners, service owner(s), management and/or team participants.
  • Special projects as assigned by IT Director or IT Sr. Director.
  • Provides support skills for enhancing and maintaining existing system in order to meet internal and external user requirements.
  • Timely completion of detailed design, configuration and deployment of services to meet functional and technical requirements as defined by the business users.
  • Keep up to date with evolving technology trends, methods and solutions.

Generic 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  


Required: 5-7 years working experience in high volume, high-paced, results oriented business environment with a focus on customer service, ITSM application administration and Discovery/CMDB administration and support. 

Preferred: BS/BA degree in business, 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. Working knowledge of server configuration, network configuration and desktop configuration. 

Preferred: 5-7 years' experience in quality assurance, customer service and incident management. Knowledge of Cherwell ITSSM/ITAM/Discovery, Tivoli Directory Integrator, Java code, XML, LDAP, Active Directory, JavaScript, HTML, and Sarbanes-Oxley & PCI guidelines. 


  • Experience with ITSM Discovery applications (preferably Cherwell and Firescope)
  • Experience configuring/creating discovery connections/agents/proxies
  • Experience with scripting is preferred (i.e. JavaScript, VBScript, PERL, Shell, etc.)
  • Experience developing connectors and/or APIs
  • Experience with Active Directory domains and protocols
  • Experience with Linux/Windows/Unix/MAC Operating Systems
  • Experience with Network devices and connections/relationships
  • Familiarity with LDAP and other authentication protocols
  • Excellent verbal/written communication and organization skills.
  • Basic technical/enterprise application experience.
  • Ability to lead application testing plan.
  • Strong technology skills, including experience with operating systems, database management systems, business and operations applications, system development and project management practices.
  • Demonstrate operational experience in mission critical environments.
  • Excellent documentation (all Microsoft products) skills and must be self-motivated, analytical, diplomatic and driven.
  • Solid understanding of Service Level Agreements, Service Catalog, Incident Management and Request Fulfillment.

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


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