Service request catalogue manager

SERVICE REQUEST CATALOGUE MANAGER

We are specifically looking for candidates with 4.8 to 7 years of Total & relevant experience only.

Key Responsibilities:

• Take the ownership to oversee the day-to-day operations relating to Asset & Configuration Management
• Responsible for requirement gathering for addition/modification of a SR on the SR catalog.
• Responsible to perform analysis on the SR that has been requested for decommissioning.
• Responsible to perform functional testing and liaise with key contact person for conducting UAT
• Responsible to provide the progress update on the SR catalog requests to service request catalog manager
• Will closely work with Tools technical consultant to ensure the requirements are well understood and SR gets configured as intended
• Training material preparation updates and version control
• Testing the workflows, approvals, Task Assignments, SLA, Notifications
• Proper documentation and reporting of the test results and bugs/defects identified. (Defect Tracking and defect control is out of scope for this role)
• Training the business users, IT Users and fulfillment groups on the newly added SRs
• Maintaining information about services and service offerings contained in the active service catalog.
• Verifying service and service offering information is accurate and complete, and providing it to consumers through the consumer self-service portal.
• Publish Catalogue, Communication &handle Trainings for Service Request Catalogue Management
• Analyse Trend (Generic Request) and propose addition/retirement to Service Catalogue
• Decision on the addition/retirement to the Service Catalogue (through Change Management Process)
• Modification/Update to the Catalogue Design (through Change Management Process)
• Modification/Update to the Catalogue in ITSM Tool(through Change Management Process)

Qualifications/Skills:

• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool.
• Coordination, negotiation, and persuasion skills.