Service Catalog Management Specialist
Location
Noida | India
Job description
Position Overview:
We are seeking a highly motivated and experienced Service Catalog Manager to join our team and take ownership of our (OpenText) Micro Focus SMAX IT Service Management (ITSM) platform.
The Service Catalog Manager will play a pivotal role in designing, implementing, and managing our service catalog offerings, ensuring the seamless delivery of IT services to internal stakeholders.
This individual will collaborate with various teams to define, document, and maintain service offerings, ultimately enhancing end-user satisfaction and optimizing service delivery processes.
Exp: 5 to 08 Years
Key Responsibilities:
Service Catalog Development:
- Knowledge in programmation langage like Python, C, Will be appreciated / Or any other programming langauage.
- Contribute to the design, development, and maintenance of the organization's service catalog within the SMAX ITSM platform.
- Collaborate with cross-functional teams to identify and document IT services, including their features, benefits, and associated service levels.
- Define service offerings, categorization, and hierarchy in alignment with industry best practices and organizational goals.
Service Request Management:
- Design and implement efficient service request workflows in Micro Focus SMAX, ensuring streamlined and user-friendly request submission and tracking processes.
- Collaborate with the IT support team to align service request workflows with incident, problem, and change management processes.
Service Level Agreements (SLAs) and Metrics:
Collaborate with stakeholders to define clear SLAs for each service offering, outlining response and resolution times.
User Experience Enhancement:
- Work closely with the Service Management leadership to ensure the service catalog interface is intuitive, user-friendly, and responsive to user needs.
- Gather feedback from end-users and stakeholders to identify areas for improvement and implement enhancements accordingly.
Vendor Management:
ΓΌ Engage with technology vendors and external service providers to integrate third-party services into the service catalog (API), ensuring seamless user experiences.
Change Management and Communication:
- Communicate changes, updates, and enhancements to the service catalog to internal stakeholders in a clear and timely manner.
- Collaborate with the change management team to facilitate smooth transitions during service catalog updates or changes.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field. Master's degree is a plus.
- Proven experience (X+ years) in IT Service Management and service catalog management, preferably using Micro Focus SMAX ITSM.
- In-depth knowledge of ITIL framework and best practices related to service catalog design, development, and management.
- Strong analytical and problem-solving skills, with the ability to translate business needs into efficient and effective service catalog offerings.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams, stakeholders, and vendors.
- Proficiency in using Micro Focus SMAX ITSM platform or similar ITSM tools for service catalog management.
- Project management experience and certification (e.g., PMP) is advantageous.
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