Service Catalog & Request Manager


Job Description:
Our Global Fortune 250 Partner located in Midtown Atlanta, GA is looking for a Service Catalog & Request Manager with strong ITIL leadership experience to join their team! This role would serve as a key player in their IT Central improvement initiative, including a united portal/employee service center.

• Strong ITIL leadership experience
• Strong understanding of ITSM best-practice processes IT Service Catalog Management and Request Management experience
• Experience with Scrum/Kanban/Agile methodology
• Hands-on experience with industry standard ITSM system tools within the ServiceNow environment
• Experience writing content for IT services including business value articulation and process development
• Excellent written and verbal communication skills
• Strong collaboration skills with ability to work in diverse, virtual and global teams in multiple time zones
• Demonstrable understanding of the pressures and demands of working in a large and complex technical environment
• Exceptional listening, problem solving, negotiation, and facilitation skills
• A “Can Do” attitude – Go Getter, wanting growth within company

• Collaborate with business solutions team members, application development, enterprise architecture, data center, cloud system, Service Management Office and other teams to build a comprehensive Service Catalog
• Apply strategic vision while managing the Service Catalog and ServiceNow Request Management tool capabilities
• Build and refine a Service Catalog solution containing data that is always current and accurate
• Design and implement processes that certify that all parts of the Service Catalog are an integrated part of the ServiceNow CMDB (Configuration Management Database)
• Develop and implement Service Catalog and Request Management standards, policies and procedures
• Ensure that financial management teams receive information required on service demand for decision-making and control
• Establish the user stories for each Service Catalog request item and other requests along with the transition to offshore development teams for delivery
• Define user cases to test new Service Catalog and Service Request development requests
• Ensure best practices are implemented and determine optimized procedures for streamlining catalog and service requests
• Define success metrics and monitoring of Service Catalog and Request Management processes
• Coach and train ITSM stakeholders to ensure appropriate understanding of the Service Catalog and Request Management system on: Configuration Management, Incident Management, Asset Management, etc.
• Stay on top of industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies