Administrator - Process Management, ServiceNow

Job Summary

Role Summary:

The Service Request & Catalog Manager (L2) is responsible for maintaining, updating, and governing the IT Service Catalog and Service Request workflows within the ITSM platform (Service Now).

The role is primarily focused on:

• Catalog item creation, modification, and lifecycle management

• Ensuring accurate, user-friendly, and functional service request catalog

• Driving operational execution of catalog updates and workflows

Key Responsibilities

Key Responsibilities:

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• 1. Service Catalog Management (Core Responsibility)
• Create, update, and maintain service catalog items in ITSM tools (Service Now)
• Coordinate with ITSM platform expert to:
  o Add / modify / delete catalog items
  o Update request forms, fields, workflows
• Ensure catalog items are aligned with predefined templates and workflows

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Service Request Process Support:

• Ensure service requests are:
  o Properly configured in the catalog
  o Linked to correct workflows and approvals
• Support request fulfillment teams by ensuring catalog accuracy and usability
• Improve request experience for end users

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Catalog Hygiene & Governance:

• Maintain catalog data accuracy and consistency:
  o Naming standards
  o Categorization
  o Ownership details
• Ensure obsolete or duplicate catalog items are removed
• Validate catalog items before publishing via approval workflows________________________________________

Coordination with Stakeholders:

• Work closely with:
  o Service owners
  o IT teams (L2/L3)
  o Central catalog governance team
• Gather requirements for new services or updates
• Coordinate approvals with customer-side catalog teams

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Operational Update & Publishing:

• Manage:
  o Catalog updates
  o Knowledge articles linked to requests
  o Announcements for new services
• Ensure content is:
  o Approved
  o Validated
  o Published as per governance process

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• 1. Continuous Improvement
• Improve catalog usability and user experience:
  o Simplify request forms
  o Optimize workflows
• Identify opportunities for:
  o Automation
  o Self-service enablement
• Support shift-left initiatives via catalog enhancement

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Reporting & Tracking:

• Track:
  o Number of catalog updates/changes
  o Pending catalog requests
• Provide visibility on:
  o Catalog backlog
  o Request improvement actions

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• Key KPIs / Metrics
• Catalog accuracy and completeness
• Turnaround time for catalog updates
• Number of outdated/duplicate items removed
• User experience / adoption of self-service catalog
• Automation / self-service rate improvement

Skill Requirements

• Technical & Functional Skills
• Strong hands on experience in Hardware Asset Management (HAM) and CMDB operations.
• Experience with ITSM/CMDB tools (e.g., Service Now or equivalent).
• Good understanding of CI classes, relationships, and data models (infrastructure, end user, application linked assets).
• Experience supporting asset audits, compliance checks, and lifecycle governance.
• Process & Framework Knowledge
• Solid knowledge of ITIL v3 / ITIL 4, especially Asset, Configuration, Change, and Incident Management.
• Understanding of asset lifecycle, EOL/EOS management, and integration with financial processes.
• Soft Skills
• Need French language proficient candidate, with English language communication skills at manageable level being a plus.
• Strong analytical and problem solving skills for data discrepancies and trend analysis.
• Ability to communicate clearly with technical and non technical stakeholders.
• Experience working in global, multi vendor environments.

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• Experience & Qualifications
• 4–7 years of experience in IT Asset Management / CMDB / ITSM operations.
• ITIL Foundation (or higher) certification preferred.
• Experience in regulated or large enterprise environments is an advantage.

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• Key Outcomes / Success Measures
• High CMDB accuracy and audit pass rate.
• Reduction in asset/CI discrepancies and “CI not found” incidents.
• Timely and reliable asset data availability for financial, compliance, and operational reporting.
• Improved process maturity and automation adoption in HAM & CMDB.

Other Requirements

Other Requirement : SR Catalog Mgr, Process Mgmt, SR Catalog Mgmt