Service Request Catalog Specialist

Job Description

Roles and Responsibility:
• Capture demand from Service owners and arbitrate demand based on business impact and data analysis
• Define and Categorize the service offerings for ease of access
• Analyse and Prioritizing the new Catalog requirements to work with Service Now for Development.
• Decision on the addition/retirement to the Service Catalog (through Change Management Process)
• Testing the workflows, approvals, Task Assignments, SLA and Notifications
• Own the User Acceptance testing process, co-ordinating with support teams and stake holders for a smooth go-live of new requests and enhancements
• Focus on user experience through enhanced visualization and workflow to improve ease of access
• Enable user to check status and provide escalation process
• Ensure the accuracy of the information within the IT Service Catalog as well as its consistency with the information across the Service Portfolio.
• Improve Search by adding the relevant key words as per user behaviour
• Responsible and accountable for day to day governance of the Service Request and Catalog management process
• Generate daily reports & share analysis across the internal stakeholders
• Analysis of Open Service requests for any hidden trend & issues, and accordingly co-ordinating with different teams to fix the underlying cause.
• Publish Catalog, Communication & handle Trainings for Service Request Catalog Management
• Knowledge articles, Training material preparation updates and version control
• Assess the automation opportunities, work with technology/tools team to improve workflow, faster fulfilment & better user experience
Responsibilities Include
• Monitors and reviews the execution of the Catalog Management process, ensures it remains consistent with the organizations current culture and IT Service Management strategy and ensures coordination with all other IT processes.
• Drive, improve and sustain Service Request related KPI performance across towers through robust governance model and effective close loop mechanism
• Contribute and participate in any continuous improvement /Transformation programs or projects
• Utilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, faster fulfilment , iterate quickly, shorten feedback loop, experience creating relevant KPIs) to improve the User Experience, Catalog, SLA/OLA, fulfilment of Service Request.
• Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements.
• Automate the workflow, Service request fulfilment with the available technology & tools
• Communicate results and business impacts of insight initiatives to stakeholders within and partners
Experience: 7 + years of relevant experience in Service Request Catalog management Education: Graduate Skills
• ITIL - Enables understanding of various functions of IS&T and assess process capability based on ITIL framework.
• Catalog Management- Review demands, requirements, assess feasibility, Prioritize & coordinate for development
• Service Now Knowledge- Configuration of Catalog requests in Service Now, review workflows & work with development team for development, UAT & go-live
• Communication - Communicate effectively with internal and external stakeholder
Behavioural Attributes
• Eye for details, structured and process oriented
• Influence stakeholders for improving and sustaining performance
• Provide amazing experiences to both operations and service providers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs.
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Keyskills :
customer relationsmarketingprocess engineeringqualityaccounts