HCLTech
Website:
hcltech.com
Job details:
SERVICE REQUEST CATALOGUE MANAGER
We are specifically looking for candidates with 8.5 to 14 years of Total & relevant experience only.
Service Catalog Management
- Define the criteria to onboard a catalog item onto Service Catalog
- Document the requirements from catalog owner and design the catalog item complying with the existing ITIL processes
- Manage and maintain the documentation and knowledge base of the service catalog
- Support/Direct catalog owner in creating technical knowledge base which is helpful for their stakeholders
- Design, create, standardize the training content and train suppliers, technical teams and stakeholders
- Act as a liaison for tools team and process owner, catalog owner, service request technical teams to support through the catalog item development/enhancement process
- Drive and implement the Continual Service Improvements post completion of feasibility analysis and fit for purpose
- Recommend and encourage the stakeholders to design the catalog items including the workflow to comply with ITIL processes and framework
- Explore, analyze and onboard the new features of Service Catalog configured in ServiceNow for every tool upgrade
- Generate and publish the reports of Turn Around Time (TAT) for the service requests submitted from the service catalog.
Service Request Management
- • Configure and maintain the Service Request Management module in ServiceNow to align with business requirements.
- • Monitor and analyze service request trends and provide actionable insights to improve efficiency.
- • Collaborate with IT and business teams to define and document requirements for new service request features.
- • Ensure proper integration of the Service Request Management module with other ServiceNow modules.
- • Work closely with end-users, IT teams, and business units to ensure service request processes are user-friendly and efficient.
- • Provide training and support to teams to effectively utilize ServiceNow for service requests.
- • Create and maintain dashboards and reports to track key performance indicators (KPIs) related to service request management.
- • Conduct periodic reviews of processes and identify areas for continuous improvement.
- • Ensure service request workflows comply with organizational policies and regulatory standards.
- • Maintain accurate documentation for all processes, configurations, and changes within the ServiceNow platform.
Key Requirement:
Excellent communication and stakeholder management skills.
Computer Science (or equivalent technical) educational background.
Strong leadership presence and executive-level mindset.
Deep understanding of Request Fulfillment and Service Catalog.
Proven problem-solving and process improvement capabilities.
Proficiency in leveraging AI tools (e.g., ChatGPT/Claude) to drive productivity and innovation.
Click on Apply to know more.
