Service Catalog / Portfolio Analyst

Empower AI Inc.•, DC

19h•Hybrid

About The Position

Empower AI is seeking a Service Catalog / Portfolio Analyst for an exciting opportunity at the Department of State. This role is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer. The analyst will be a key member of the team providing a wide range of Information Technology services, infrastructure support, and program management services. The position involves managing and continuously improving the enterprise-level ServiceNow IT service portfolio and catalog, ensuring it offers customers a comprehensive, clearly defined, and easily accessible set of products and services. This includes identifying, evaluating, and prioritizing new or enhanced service opportunities that deliver measurable business value, improve operational efficiency, and align with agency modernization goals such as cloud adoption, automation, and digital transformation. The analyst will maintain and update the service portfolio and catalog, integrate cloud-based services and emerging technologies, implement automated catalog management processes, ensure accessibility and usability in compliance with Federal standards, and provide analytics and reporting on service usage and customer satisfaction.

Requirements

5+ years of experience
Bachelor's in IT or related field
ITIL 4 Foundation Certification
Secret Security Clearance

Responsibilities

Responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer.
Provide a wide range of Information Technology services, infrastructure support, and program management services.
Manage and continuously improve the enterprise-level ServiceNow IT service portfolio and catalog.
Ensure the portfolio offers customers a comprehensive, clearly defined, and easily accessible set of products and services across all task areas within the enterprise level ITSM.
Identify, evaluate, and prioritize new or enhanced service opportunities that deliver measurable business value, improve operational efficiency, and align with agency modernization goals (e.g., cloud adoption, automation, and digital transformation).
Maintain and regularly update the service portfolio and catalog for all services delivered under this task, ensuring alignment with evolving customer requirements and industry best practices.
Integrate cloud-based services and emerging technologies into the service catalog as appropriate.
Implement automated catalog management processes to reduce manual effort and improve accuracy.
Ensure catalog accessibility and usability for all users, including compliance with Federal accessibility standards.
Provide analytics and reporting on service usage, trends, and customer satisfaction to inform decision-making.