ServiceNow Catalog -Operational Support Business Process Manager
About The Position
The ServiceNow Catalog Business Process Manager is responsible for the intake, design, implementation, and ongoing optimization of ServiceNow catalog items, request processes, and workflow solutions. This role partners with business stakeholders, process owners, developers, and support teams to deliver scalable self-service solutions that improve operational efficiency, service delivery, and user experience across the enterprise. This position is not a ServiceNow development position. It supports the ServiceNow Catalog Team and is responsible for the intake, design, implementation, and ongoing support of ServiceNow catalog items and related request workflows. The role partners with business stakeholders, process owners, developers, and support teams to deliver scalable self-service experiences that improve operational efficiency and customer satisfaction.
Requirements
- Bachelor’s degree or equivalent work experience
- 1+ year of experience with tools and techniques for planning, organizing, monitoring and controlling IT projects
- Experience working with ServiceNow Service Catalog and Request Management
- Strong business analysis and requirements gathering skills
- Experience documenting business processes and translating requirements into technical solution
- Knowledge of workflow automation and IT service management practices
Nice To Haves
- Excellent communication, stakeholder management, and problem-solving skills
- Project management
- Ability to manage multiple initiatives in a fast-paced environment
- Previous experience in operational support
Responsibilities
- Manage intake and requirements gathering for new ServiceNow catalog requests.
- Analyze business processes and design catalog solutions that align with enterprise standards.
- Create and maintain catalog items, record producers, workflows, and support of documentation.
- Provide production support for existing catalog items, including troubleshooting and user support.
- Coordinate testing activities, including UAT planning and validation.
- Develop training materials, knowledge articles, and stakeholder communications.
- Collaborate with cross-functional teams to identify automation opportunities and service improvements.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
