ServiceNow Catalog mgmt Lead

JD :

Key Responsibilities :

Lead the design, configuration, and maintenance of the ServiceNow Service Catalog, ensuring consistency, scalability, and usability across service offerings.

Collaborate with process owners and business units to gather and translate service requirements into catalog items and automated workflows.

Develop catalog item forms, UI policies, business rules, and workflows using Flow Designer or ServiceNow scripting.

Ensure catalog taxonomy, naming conventions, and metadata standards align with enterprise governance.

Manage end-to-end lifecycle of catalog items - from request creation to fulfillment and retirement.

Drive automation and integration with external systems (e.g., CMDB, HR, Procurement, or Asset Management).

Monitor catalog performance, user feedback, and SLAs to identify and implement continuous improvements.

Lead and mentor a team of ServiceNow developers and administrators in catalog management best practices.

Partner with UX / UI teams to enhance the Service Portal experience for end users.

Collaborate with the Change, Incident, and Request Management teams to streamline fulfillment processes.

Ensure compliance with ITIL standards and internal governance policies for catalog and workflow design.

Support upgrades, testing, and migration of catalog-related configurations across environments.

Required Skills & Qualifications :

Bachelor's degree in Computer Science, Information Systems, or related field.

7+ years of ServiceNow experience, with at least 3+ years focused on Service Catalog and Request Fulfillment.

Strong hands-on experience in Flow Designer, Service Portal, UI Policies, Catalog Client Scripts, and Business Rules.

Proven understanding of ServiceNow ITSM processes (Incident, Problem, Change, Request, CMDB).

Experience developing custom catalog items and integrating with other systems through APIs or web services.

Ability to manage catalog governance, standardization, and stakeholder communication.

Experience with ServiceNow Scoped Applications, Workflow Editor, and Script Includes.

Strong analytical, documentation, and communication skills.