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 (ServiceNow).
The role is primarily focused on:
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Catalog item creation, modification, and lifecycle management
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Ensuring accurate, user-friendly, and functional service request catalog
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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 (ServiceNow)
• 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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2. 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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3. 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________________________________________
5. 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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6. 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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7. 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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8. 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., ServiceNow 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