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Service Catalog Lead - (Remote) ID-18451

PURPOSE:
Ensures that all IT services are accurately documented, accessible, and aligned with the organization's business objectives. The Service Catalog Lead works closely with various IT and business stakeholders to ensure the service catalog meets the needs of the organization and its users.

ESSENTIAL FUNCTIONS:

Service Catalog Lead: Oversees the entire lifecycle of service requests, ensuring they are logged, categorized, prioritized, and resolved in a timely manner.

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  • Service Documentation: Create and maintain detailed documentation for all IT services, including service descriptions, service levels, and request procedures.
  • Catalog Management: Ensure the service catalog is up-to-date, accurate, and accessible to users. Regularly review and update the catalog to reflect changes in services and new offerings.
  • User Support: Provide support to users in understanding and accessing the services listed in the catalog. Work closely with the service desk to address user inquiries and issues.
  • Service Improvement: Identify opportunities for improving the service catalog and the services it contains. Implement changes to enhance service quality and user satisfaction.
  • Stakeholder Collaboration: Collaborate with IT and business stakeholders to ensure the service catalog aligns with business goals and IT strategy. Gather feedback and requirements to continuously improve the catalog.
  • Reporting and Metrics: Develop and maintain metrics to measure the effectiveness and usage of the service catalog. Provide regular reports/metrics on catalog performance and improvement initiatives.


SUPERVISORY RESPONSIBILITY:
Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.

QUALIFICATIONS:

Education: Bachelors degree in Information Technology, Computer Science, or a related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience: 5 years software, hardware and/or systems engineering related experience Emphasis on IT service management, with a focus on service request management.

Licenses/Certifications:

  • ITIL Foundation certification is strongly preferred; ITIL Intermediate or Expert certification is a plus.



Knowledge, Skills and Abilities (KSAs)

  • Knowledge of programming languages and web-based technologies.
  • Proficient in Microsoft Office applications.
  • Ability to collaborate to solve technical problems across teams.
  • Excellent communication skills both written and verbal.
  • Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
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