Job Title : Service Catalogue Specialist
Job ID : 7610883507
Posted on : 24-5-2016
Designation : Service Catalogue Specialist
Experience : 7-15 yrs
Location : Bangalore
Salary : Market std
Client Name : MNC
Education : Any
Skills : Service Catalogue, Servicenow, ITIL, Service Delivery
Priority : High
1. Key Purpose Statement Service Catalogue Specialist provides Service Catalogue Administration capability and combines Service Now expertise and central coordination with stakeholders to get single and standard Global Service catalogue Service Catalogue Specialist drives solution assessment in order to align Catalogue to Services and gain automation effectiveness and standardization across related processes.
2. The role is accountable for driving standardization and adherence around Service Catalogue and also to propose the evolution to meet business expectation and support Customer Satisfaction.
Main focuses of Service Catalogue Specialist are:
1.Chair the evolution of Service Catalogue to improve maturity on processes related and effective capability underpinned by Service Now Tool
2.Drive standardization simplification and automation based on out-of-the-box functionality.
3.Capable to underpin all Services with clear balance between a pragmatic way to operate and effective control and adherence.
4. Liaison with Service Owners Process Owners and CSM delegates to provide consistency between technical perspective and business perspective. 2. Outputs and Accountabilities
5.Provide central administration of Service Catalogue to get standardization automation and customer orientation.
6.Envision enhancements and propose evolution around Service catalogue by providing expertise about Service catalogue and Service Management Tools out-of-the-box capabilities.
7.Accountable for solution assessment and alignment with Service Owners and Process Owners.
8.Support successful handover of new related capabilities into operation.
9.Liaise with stakeholders about: Improve maturity standardization and automation by providing predictable and repeatable practices. Provide expertise and guidance about out-of-the-box practices to get common understanding of Service Catalogue o Meet business needs on effective Service Catalogue o Support training approach within IS Service o Drive relationship with Applications and Infrastructure support teams about related matters Technical Skill Details : . Competence Requirements 3.1 Knowledge and Experience Required Essential experience
10.Proven knowledge and expertise in Service Now and specifically in Service Catalogue capability
11.Experience implementing Service Catalogue in Multi-Vendor and Multi-platform companies
12.2-3 years� experience working on IS operation for matrix and global companies
13.Good knowledge of ITIL framework and related processes such as Request Fulfilment Configuration and Assets Management Incident Management Knowledge Management
14.Bachelors degree in Systems Engineering or similar professions Preferred experience
15.Six Sigma Lean experience is desirable.
16.Certifications on Service Now and ITIL level foundation and level 2
17.Competent in the use of Microsoft PowerPoint Project Word and Excel
18.Background on IS Services and business operation 3.2 Roles Skills and Attributes Required Essential Skills and Attributes
19.Strong business acumen and customer oriented
20.Ability to build liaison with dispersed stakeholders and drive customer services
21.Ability to deliver results with right quality and attention to detail
22.Pragmatic Proactive and preventive orientation to anticipate and drive issues
23.Collaboration Communication and Decision making skills
24.Good command of written/verbal business English Preferred Skills and Attributes
25.Business and financial awareness of the impact of Problems
26.Strong system aptitude / affinity with technology
27.Ability to deliver under pressure working
28.Constantly challenges themselves to think out of the box 3.3 Key Performance Indicators
29.Successful implementation and maintenance of Service Catalogue
30.Issues about Service Catalogue being identified and action plan under control
31.Roadmap and evolution of Service Catalogue functionality agreed and implemented
32.User experience with no significant issues and Customer Satisfaction improved Additional Comments
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