ITSM Service Catalog Manager

CACI International•Oklahoma City, OK

1d•Onsite

About The Position

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model. We are looking for enthusiastic and driven individual to fill the role of the Service Catalog Manager. In this position, you will be responsible for managing and enhancing our ServiceNow-based service catalog to ensure it meets the needs of our users and aligns with best practices in IT Service Management (ITSM) and User Experience (UX) design. You will work onsite, embedded with the Oklahoma City Enterprise Service Desk (ESD).

Requirements

US Citizenship and ability to obtain and maintain a Secret DoD Clearance
10+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).
7+ years of experience in Service Catalog Management
Proficiency in ServiceNow platform, particularly in Service Catalog and Request Management modules
Excellent UX design skills, including wireframing, prototyping, and user testing.
Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders
Experience in process improvement, problem-solving, and change management

Nice To Haves

Active DoD Secret Clearance
ITIL v4 Foundation certification
Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle

Responsibilities

Service Catalog Management: Oversee the design, development, and maintenance of the ServiceNow service catalog.
Ensuring the service catalog is up-to-date, accurate, and aligned with customer needs.
User Experience (UX) Design: Apply UX principles to enhance the usability and accessibility of the service catalog.
Conduct user research and gather feedback to inform design decisions.
Create wireframes and mockups to visualize catalog improvements.
Stakeholder Engagement: Work closely with internal and external teams to understand needs and expectations.
Process Improvement: Identify opportunities for process optimization within the service catalog.
Implement best practices in ITSM and UX to drive continuous improvement while maintaining documentation for service catalog processes and procedures.
Metrics and Reporting: Monitor key performance indicators (KPIs) related to the service catalog.
Interpret and provide insights to stakeholders on catalog usage and performance.