The Service Catalog Manager provides a single source of consistent information on all the agreed services offered under our contract with the customer and develops and maintains capabilities for them to be easily acceptable for approved consumers.
Reporting to the ServiceNow Product Owner, the Service Catalog Manager is a senior member of our ServiceNow Platform team that support ServiceNow capabilities and instances to deliver organisational and customer objectives. We are looking for an experienced ITSM Specialist and ServiceNow practitioner to design and map service offerings and develop and implement Catalog Items in the ServiceNow platform. This role will also provide Service Catalog governance, standards, templates and patterns for other teams and individuals contributing to catalog item development across operational and project teams.
The Service Catalog Manager is a critical role in the Request Fulfilment process, ensuing requested services are able to be fulfilled efficiently, effectively, with appropriate governance, compliance and reporting even with requests not made via ServiceNow.
As a critical member of the ServiceNow Platform Team the Service Catalog Manager will be responsible for working with internal teams and customers, helping to implement capabilities and create solutions of varying degrees of complexity to meet priority business objectives, while working with the Platform Administrators to ensure the stability and sustainability of the overall platform.
Duties – What you’ll be doing
Some of the specific duties you’ll be performing in this role include:
- Maintain the Service Catalog of internal and external facing services in a consumable format, liaising with fulfilment teams to capture Service Offerings and the methods for consumption
- Develop appropriate knowledge articles to support request fulfilment of Service Offerings
- Configure and maintain ServiceNow Portals and Catalog where ServiceNow is where consumers request services
- Manage a backlog of work for the development and implementation of new catalog items and remediation of existing catalog items, coordinating with development teams on the assignment and distribution of work packages
- Develop, test, and maintain ServiceNow components, integrations, and workflows capability
- Configure ServiceNow modules to meet business requirements, and provide expert ServiceNow knowledge and skills to align ServiceNow out of the box capabilities with required business outcomes
- Work with CTO and Architecture to develop and implement best practices for ServiceNow development, deployment and release
- Design and implement ServiceNow integrations with other enterprise applications
- Connect and work effectively with the Product Architects, security and technical teams to ensure the ServiceNow solutions are continuously cyber security compliant, fit for purpose and achieving high levels of value from investment
- Drive automation and orchestration, ensuring ServiceNow provides optimal day-to-day execution through streamline, efficient and effective ServiceNow operations.
- Develop solutions in line with licence requirements with cost optimisation in mind
- Review demands and consolidate requirements into single solutions that provide multiple benefits
- Design solutions to assist the Platform Team manage reliability and available for the ServiceNow platform and integrations, actively work to improve and optimise integration of data into ServiceNow from various applications and technology systems.
- Work collaboratively with ServiceNow technical resources, including engineers, developers, and business analysts across the organisation
- Champion low-code and no-code maturity of the organisation. Allowing other non-technical teams to improve their own areas by leveraging the platform and its capabilities.
- Provide hands-on leadership to ensure workload management, Service Levels attainment, achievement of timelines and other deliverables
- Work directly with our Support teams and Business Stakeholders to understand interactions that best support our business to self-service, automation and process needs.
- Ensure high standards of documentation and process compliance across the delivery team, ensure that all architectural artefacts and deliverables in the responsibility areas are developed to the highest quality standards
- Support the team to plan and manage an Evergreen platform, continuous update and upgrade of current platform, available plug-in, and integration capability. Engage with the vendor and liaise with other internal SMEs to continually ensure a best practice implementation of the system is maintained.
- Coordinate day-to-day tasks and Improvements, managing own time to ensure adequate levels of resource scheduling to meet workload demand
- Develop and implement operational reporting, conduct analysis and Identify areas of improvement for the various team processes, provide solutions and see them through to completion. Repeat as necessary with a CSI/ Innovation mindset.
- Work with the Platform Team on priority tasks, helping to remove obstacles and provide/find solutions when needed
- Contribute to projects to ensure deadlines are met, schedules are current and objectives are met, documenting and sharing with appropriate staff on a regular basis
- Directly interface with end-users, stakeholders and process owners, helping to document desired business outcomes, matching proposed solutions and verifying that project objectives are fulfilled.
Attributes – About you
This role will suit a highly skilled ITSM Specialist with ServiceNow Solution Architect, Developer, Technical Business Analyst or System Administrator experience. The role will embrace both business process analysis and ServiceNow technical skills. This role requires a skilled and hard-working individual who possesses strong communication and interpersonal skills, and who is passionate about delivering end-to-end customer-driven sustainable solutions. The successful candidate will have to tackle complex problems requiring a creative mindset to find innovative and elegant solutions.
You demonstrate attention to detail and a bias for low code ServiceNow OOTB in your approach to solving problems and delivering business outcomes. You take accountability for end to end design and understand the impacts poor solutions have on your team, and the stability of the platform. You work well in an environment where you and your team have a proactive and agile way of operating, and are comfortable with concepts such as rapid prototyping collaborating with process owners on designs.
As a self-directed individual you don’t tend to wait for management direction to identify what needs to be done and can make sound business decisions on prioritisation. You take a collaborative approach, while also having strong judgement decision making and are not afraid to lean in with the team on critical issues or incidents.
Finally, you pride yourself on excellence, everything you build and touch should be secure, consistent, repeatable, and scalable.
