SERVICE REQUEST CATALOGUE MANAGER
We are specifically looking for candidates with 4.8 to 7 years of Total & relevant experience only.
Key Responsibilities:
- Take the ownership to oversee the day-to-day operations relating to Asset & Configuration Management
- Responsible for requirement gathering for addition/modification of a SR on the SR catalog.
- Responsible to perform analysis on the SR that has been requested for decommissioning.
- Responsible to perform functional testing and liaise with key contact person for conducting UAT
- Responsible to provide the progress update on the SR catalog requests to service request catalog manager
- Will closely work with Tools technical consultant to ensure the requirements are well understood and SR gets configured as intended
- Training material preparation updates and version control
- Testing the workflows, approvals, Task Assignments, SLA, Notifications
- Proper documentation and reporting of the test results and bugs/defects identified. (Defect Tracking and defect control is out of scope for this role)
- Training the business users, IT Users and fulfillment groups on the newly added SRs
- Maintaining information about services and service offerings contained in the active service catalog.
- Verifying service and service offering information is accurate and complete, and providing it to consumers through the consumer self-service portal.
- Publish Catalogue, Communication &handle Trainings for Service Request Catalogue Management
- Analyse Trend (Generic Request) and propose addition/retirement to Service Catalogue
- Decision on the addition/retirement to the Service Catalogue (through Change Management Process)
- Modification/Update to the Catalogue Design (through Change Management Process)
- Modification/Update to the Catalogue in ITSM Tool(through Change Management Process)
Qualifications/Skills:
- Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills
- Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills
- Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
- Supervisory skills and the ability to leverage support from other parts of the organization
- Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
- Understanding of Technologies & ITSM Tool.
- Coordination, negotiation, and persuasion skills.
