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As the Service Catalog Owner, you are responsible for the design, efficiency, and effectiveness of the service catalog solutions based on our unique requirements. You will create, maintain, and distribute information about the services available to users and how these can be accessed. Our end goal is to minimize the barriers that users face in accessing services that they're entitled to while also ensuring that we don't use up excessive IT resources to administer this.
Job Responsibility:
Collaborate with Service Owners to gather and update information about their respective services, ensuring a consistent and reliable source of truth for all IT services offered
Gather and document detailed user requirements for new and modified catalog items, add/update ideas and/or stories in ServiceNow, and attend SCRUM meetings
Establish repeatable, efficient processes to create, modify, or remove catalog items, especially given the diversity of IT services in modern enterprises
Continuously monitor the catalog's effectiveness, identifying areas for improvement and making recommendations to enhance its usability and relevance
Communicate changes and updates to the catalog to impacted stakeholders, ensuring they are aware of new or modified services and their associated information
Monitor and report on the usage, effectiveness, of the service catalog. Track key performance indicators (KPIs) to measure the impact of continuous improvement (CI) initiatives
Regularly report on achievements and areas for improvement to stakeholders
Identify and analyze process inefficiencies
collaborate with other ITSM Practitioners to design and implement process improvements using various CI methodologies
Requirements:
Bachelor's degree in computer science or related discipline, or equivalent experience
Established knowledge of ServiceNow and ITSM and ITIL
Be the Process Owner for the Catalog
ITIL 4 Foundation Certification
5+ years' ITIL process ownership
Certified in ServiceNow, Certified in Service Catalog
Certified Admin
Strong written and verbal communication skills
Skilled servant leader and able to work with a diverse team of IT professionals
Demonstrated ability to lead and influence others in a matrixed organization
Strong organizational and time management skills
Experience working with a global team across multiple regions and time zones
Demonstrated ability of dealing with ambiguity
Working knowledge of various best practice frameworks including ITIL, service management, project management, Agile, etc.