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Service Catalog Manager
Ref No.: 18-01229
Location: Bridgewater, New Jersey
Position Type:Contract
Start Date / End Date: 05/01/2018 to 08/31/2018
Duties*
A Service Catalog Manager is responsible for defining and documenting a Business Service definition all relevant parties as well as interacting with Service Owners to agree on the contents of their respective Service Catalog.

Responsible for managing the overall design, transition and deployment of large scope service into the ITS service catalog and ServiceNow CMDB. Service Catalog Manager will be interfacing with process owners, project managers, application owner and vendors to gather necessary service support information.

The Service Catalog Manager ensures:
  • Design, development, and implementation of Services and their supporting IT Solutions and offerings, specific to large scope development programs/projects.
  • Coordination with global Process Owners, global Service Catalog Managers, Service Owners and Service Managers to implement services and related elements (i.e. applications, infrastructure, knowledge, requests, groups etc.) in support of other ITSM processes.
  • Carries out the Process Manager responsibilities for the Service Catalog Management process
  • Ensure all operational services (and those being prepared) are defined and recorded within the service catalog or appropriate system of record
  • Ensure all information within the service catalog is accurate and up to date
  • Manage relationships with other process management teams to provide a consistent delivery framework
  • Work across teams to define requirements, documentation and training teams so processes are implemented in the tools, documented and process users trained in their use
  • Evangelize the virtues of IT process management and create a collaborative environment across all technology groups
  • Work independently to research strategic objectives and interact with IT development, Operations, IT Quality teams and product management groups to obtain and exchange information
  • Proactively escalate problems and issues and drive to resolution



Skills*
  • Experience in IT Operations Management disciplines and ITSM tools
  • Working knowledge of ServiceNow preferable
  • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
  • Self-driven and ability to work independently
  • Flexible working hours to accommodate diverse geographic locations
  • Strong customer service, analytical, research, interpersonal and problem-solving skills required
  • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint



Education*
  • Bachelor degree in Computer Science/Engineering or related business discipline (or equivalent work experience in enterprise IT Service Management).
  • ITIL Foundation certificate