Greetings,
My name is Jay and I am recruiter at eTeam Inc. eTeam Inc is a global contingency staffing firm servicing fortune 1000 clients globally. We have an excellent job opportunity with one of our client.
Global Service Management Catalog Lead / ServiceNow administration
Location: Indianapolis, IN
The Global Service Management Catalog Lead will be responsible for managing the global service catalog service work, including tasks associated to the design, onboarding, demand management, roadmaps, and processes related to the global service catalog. This position will own ensuring that customers have a positive, successful, and efficient experience onboarding their items to the catalog, that the work done in the catalog is consistent with the catalog strategy, and that the pipeline of items to develop is managed appropriately. This role will be required to extensive ServiceNow administration experience and ServiceNow service catalog development experience, as well as have excellent problem solving skills, the ability to think creatively, and be able to work very well with customers. This role will work closely with the Service Management Design Team and Operations Team to help deliver and maintain the service catalog. This role will also build catalog items and even do system administration work at times when needed.
Key Objectives/Deliverables:
¿ Guide customers through the service design and catalog onboarding process, helping them design their catalog items as they would be in the ServiceNow catalog and any additional related artifacts, such as knowledge articles.
¿ Work to understand customer requirements by holding and driving data collection and design sessions.
¿ Drive the creation of service deliverables required by the Service Management team for new services and catalog items.
¿ Ensure quality of service and deliverables.
¿ Drive the catalog development team through development, testing and implementation.
¿ Capture and report on metrics for the onboarding process.
¿ Develop a roadmap of major onboarding initiatives by working with the Service Design Lead as well as customer areas to understand their timing and demand.
¿ Continually look for process improvement opportunities and work with management, team members, and customers to implement improvements.
¿ Determine priority for development work by proposing options and data to management and other governing bodies for decisions and guidance.
¿ Build catalog items and even do system administration work at times when needed.
¿ Other ITSM/ServiceNow/Quality deliverables as required
Basic Requirements:
¿ Ability to think technically as well as with a business mindset and customer focus.
¿ Have a strong sense of ownership for work and team
¿ Ability to define roadmaps and plans
¿ Ability to work with customers to understand their needs, and balance that with the direction and strategy of the ITSM program
¿ Ability to manage multiple projects or tasks
¿ Advanced, in-depth knowledge of ServiceNow and ServiceNow Service Catalog development through experience
¿ Advanced knowledge of Service Management processes and quickly come up to speed on how they are and can be used at the Client.
¿ Strong networking, collaborating, partnering, and influencing skills
¿ Ability to find creative solutions when faced with limited options, strong problem solving skills; Experience translating complex, ambiguous concepts into actionable plans
¿ Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders as well as end users
¿ Advanced ITIL awareness or an interest in becoming proficient with focus on the strategy needs of the ITIL processes
¿ Diagramming, drawing and visual communication
If you have a qualified resource who is currently available or planning to make a change, and have the required qualifications, please reply to my email ASAP. If you do respond via e-mail please include a daytime phone number so I can reach you.
Also, please take a few minutes to answer some of the questions below as they will help me qualify your candidature
Full Legal Name as in Driving License/ Passport:
Preferred email ID:
Day/ Evening phone numbers:
Current Location:
Work Authorization:
Earliest availability for Phone/ On-Site interview:
Hourly Rate:
Earliest possible start date:
Two Professional References:
Also, be aware that our client conducts an extensive background checks on candidates who are extended offers of employment.
Sincerely yours,
Jay Chauhan
eTeam Inc
(732) 248-1900 Ext.522
1001 Durham Ave
South Plainfield NJ, 07080
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Note: Please allow me to reiterate that I chose to contact you either because your resume had been posted to one of the internet job sites to which we subscribe, or you had previously submitted your resume to eTeam Inc. I assumed that you are either looking for a new employment opportunity, or you are interested in investigating the current job market.
If you are not currently seeking employment, or if you would prefer I contact you at some later date, please indicate your date of availability so that I may honor your request. In any event, I respectfully recommend you continue to avail yourself to the employment options and job market information we provide with our e-mail notices.
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