IT Service Catalog Analyst

Ongoing support and uplift: IT Service Management processes.

Service Management – Run the Business (f.k.a. Core)

• Collaborating with business solutions team members, application development, enterprise architecture, data center, cloud system and other teams to build a comprehensive Service Catalog
• Developing strategic vision / roadmap while managing the Service Catalog and ServiceNow Request Management tool capabilities
• Building and refining a Service Catalog solution containing data that is always current and accurate
• Designing and implementing processes in support of the Service Catalog as an integrated part of the ServiceNow CMDB (Configuration Management Database) and Orchestration
• Developing and implementing Service Catalog and Request Management standards, policies and procedures
• Establishing / reviewing user stories for each Service Catalog request item and other requests along with the transition to development teams for delivery
• Participating in defining use cases to fully test new Service Catalog and Service Request development requests
• Ensuring best practices are implemented and determining optimized procedures for streamlining catalog and service requests including the use of automated processes, integrations with other systems, and manual input processes as necessary
• Defining success metrics and monitoring of Service Catalog and Request Management processes
• Coaching and training for ITSM stakeholders to ensure appropriate understanding of the Service Catalog and Request Management system and its relationship to Configuration Management, Incident Management, Asset Management and other key IT processes
• Keeping abreast of industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies
• Developing awareness campaign to win support for new Service Catalog and Request Management procedures; ensuring that changes to the Service Catalog and Request Management methods and processes are properly approved and communicated to staff before being implemented; plans, publicizes and oversees implementation of new/updated Service Catalog and Request Management systems

Ongoing services of varying levels of complexity and maturity; ITIL processes that are somewhat mature in some cases, while still having areas of opportunity; focus is now on expanding catalog, building out many relatively simple requests from generic request pool, with a handful of more difficult process improvements currently (with the composition morphing over time, and as teams become more experienced in the capabilities); improving consistency through automation with the ultimate goal of optimizing the flow of value through IT – less on strict adherence to ITIL

Requirements:

• Strong understanding of ITSM best-practice processes with direct IT Service Catalog Management and Request Management experience in a large global organization
• ITIL Foundation certified
• Familiarity with all other ITIL processes
• Proficiency in MS Visio, Word and Excel
• Experience in documenting processes for Technical/IT related functions including business value articulation and process development
• Good research & analysis skills
• Good interpersonal, communication and presentation skills
• Strong collaboration skills with ability to work in diverse, virtual and global teams in multiple time zones
• Good organizational skills plus the ability to motivate people across the organization to provide solutions
• Thorough understanding of SaaS / cloud service providers, standard product offerings, infrastructure, support and related SaaS/cloud terminology
• Experience with Scrum/Kanban/Agile development methodology
• Hands-on experience with industry-standard ITSM system tools, preferably within the ServiceNow environment
• Reporting analytics
• Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.