SERVICE REQUEST CATALOGUE MANAGER

SERVICE REQUEST CATALOGUE MANAGER
We are specifically looking for candidates with 8.5 to 14 years of Total & relevant experience only.
Service Catalog Management
Define the criteria to onboard a catalog item onto Service Catalog
Document the requirements from catalog owner and design the catalog item complying with the existing ITIL processes
Manage and maintain the documentation and knowledge base of the service catalog
Support/Direct catalog owner in creating technical knowledge base which is helpful for their stakeholders
Design, create, standardize the training content and train suppliers, technical teams and stakeholders
Act as a liaison for tools team and process owner, catalog owner, service request technical teams to support through the catalog item development/enhancement process
Drive and implement the Continual Service Improvements post completion of feasibility analysis and fit for purpose
Recommend and encourage the stakeholders to design the catalog items including the workflow to comply with ITIL processes and framework
Explore, analyze and onboard the new features of Service Catalog configured in ServiceNow for every tool upgrade
Generate and publish the reports of Turn Around Time (TAT) for the service requests submitted from the service catalog.
Service Request Management
• Configure and maintain the Service Request Management module in ServiceNow to align with business requirements.
• Monitor and analyze service request trends and provide actionable insights to improve efficiency.
• Collaborate with IT and business teams to define and document requirements for new service request features.
• Ensure proper integration of the Service Request Management module with other ServiceNow modules.
• Work closely with end-users, IT teams, and business units to ensure service request processes are user-friendly and efficient.
• Provide training and support to teams to effectively utilize ServiceNow for service requests.
• Create and maintain dashboards and reports to track key performance indicators (KPIs) related to service request management.
• Conduct periodic reviews of processes and identify areas for continuous improvement.
• Ensure service request workflows comply with organizational policies and regulatory standards.
• Maintain accurate documentation for all processes, configurations, and changes within the ServiceNow platform.
Key Requirement:
Excellent communication and stakeholder management skills.
Computer Science (or equivalent technical) educational background.
Strong leadership presence and executive-level mindset.
Deep understanding of Request Fulfillment and Service Catalog.
Proven problem-solving and process improvement capabilities.
Proficiency in leveraging AI tools (e.g., ChatGPT/Claude) to drive productivity and innovation.

Work arrangement
No