Facilitates workshops and feedback sessions to gather requirements and validate solutions.
Governs the lifecycle of service catalog items, ensuring consistency, usability, and compliance.
Develops training guides and communications regarding new features, functionality, concepts. Conduct regular training sessions and knowledge-sharing workshops
Fosters a culture of IT knowledge sharing among stakeholders.
Maintains documentation and governance processes for catalog item creation, modification, and retirement.
Actively participates in ServiceNow upgrades, new feature implementations and projects.
Works with functional and technical teams to implement and improve workflows, automation, and integrations. (including form design, UI policies, business rules, and flow orchestration.)
Drives seamless ITSM integration across teams and suppliers, focusing on automation and continuous improvement. Owns the end-to-end Request Fulfillment process within our Enterprise Service Management (ESM) platform (ServiceNow)
Troubleshoots (with technical teams) and resolves integration issues promptly to ensure continued service requests delivery.
Designs and optimizes high-volume, business critical ITSM processes.
Prioritizes catalog enhancements based on business value, user input, and efficiency
Collaborates with development teams to automate repetitive tasks and integrate systems across the enterprise.
Promotes a culture of documentation discipline and continuous learning within the ITSM team.
Collaborates with external vendors and system owners to ensure smooth integrations and data integrity.
Manages and continuously optimizes ServiceNow orchestration for automated processes (e.g., approvals, provisioning, and others)
Responsible for the “functional flow”, ensuring it works correctly and in line with the governance standards
Integrates automation logic with external systems for end-to-end request completion without manual intervention.
Provides guidance and support to stakeholders on best practices for catalog development, request management, and automation.
Ensures compliance with data protection, security, and audit requirements.
Ensures smooth, reliable, and scalable integrations between ServiceNow and other enterprise systems to streamline the process
Maintains up-to-date process documentation for Request Fulfillment and Service Catalog
Communicates product updates, changes, and value delivered to stakeholders.
Owns the vision, roadmap, and backlog for the ServiceNow Request Fulfillment module
Acts as a subject matter expert for the ServiceNow platform and collaborates with cross-functional teams (e.g., IT, HR, etc.) to ensure successful implementation of service requests.
Implement best practices for efficient Request Management, ensuring Service Level Agreements and customer satisfaction targets are met.
Designs and implements complex workflows and automation in ServiceNow to boost efficiency and reduce manual tasks.
Collaborates with service owners to design and maintain catalog items that meet IT and business requirements.
Develops and maintains comprehensive documentation for all ServiceNow workflows, integrations, and automation designs, ensuring accuracy and accessibility.
Requirements
servicenow
itil
cis
agile
bachelor's
5+ yrs
Familiarity with IT infrastructure, application landscapes, and service management principles.
Ability to translate business needs into technical requirements.
Bachelor's degree or higher in Information Technology, Computer Science, or a related field
Expertise in ServiceNow Service Catalog design, item creation, request workflows, automation and integration.
ITIL v3/v4 certified.
Excellent communication and stakeholder management abilities.
Cultural sensitivity and diversity appreciation.
5-8 years of IT services experience in multinational companies with IT outsourcing.
Experience with Agile methodologies
ServiceNow Certified Implementation Specialist (CIS) in Request Management or Service Catalog preferred.
Business acumen with a balance between technical and business perspectives.
Familiarity with reporting tools and databases, such as Excel, SQL, or BI tools, can be beneficial for data analysis and reporting.
Hands-on experience with ServiceNow Request Fulfillment and Service Catalogue within the ITSM modules (preferably incl. other modules)
Proficiency in using ServiceNow platform.
Strong understanding of ServiceNow orchestration, including approvals, task routing, and notifications.
Proven track record integrating ServiceNow with external vendors and systems in large, complex environments.
Proactive approach to continuous improvement and staying updated with industry trends.
ServiceNow System Administrator certification. (optional but beneficial)
Independent decision-making under pressure.
Experience in software license management, preferably with ServiceNow, is a plus.