Specialist, Service Catalogue Management

As an ITSM Digital Experience Specialist at our company, your role will involve designing and supporting the implementation of new Service Catalogue items and workflows in ServiceNow. You will be responsible for creating and maintaining ServiceNow knowledge articles in the end-user knowledge base. Additionally, you will analyze user needs and pain points related to ITSM processes and tools, collaborating with cross-functional teams to gather requirements and define digital experience goals. Your key responsibilities will include: - Designing and supporting the implementation of new Service Catalogue items and workflows in ServiceNow. - Creating and maintaining ServiceNow knowledge articles in the end user knowledge base. - Analyzing user needs and pain points related to ITSM processes and tools. - Collaborating with cross-functional teams to gather requirements and define digital experience goals. - Designing and implementing improvements to streamline and optimize the digital experience of ITSM processes and tools. - Conducting user research to gather feedback and understand user preferences. - Developing and maintaining user-friendly interfaces and workflows for ITSM processes and tools. - Collaborating with UX designers and developers to implement changes based on user feedback. - Monitoring and tracking key performance indicators (KPIs) related to the digital experience of ITSM processes and tools. - Providing training and support to end-users on ITSM processes and tools. - Staying up-to-date with industry trends and advancements in ITSM processes and tools. Qualifications required for this role include: - Bachelor's degree in Computer Science, Information Technology, or a related field. - Minimum of 3 years of experience as an ITSM Digital Experience Specialist or similar role. - Familiarity with ITSM frameworks such as ITIL or COBIT. - Proficiency in ServiceNow with experience in designing and implementing Service Catalog items and workflows. - Good understanding of Virtual Agent and configuration of topics. - Experience in Knowledge Management is desirable. - Strong analytical and problem-solving skills. - Knowledge of user experience (UX) principles. - Excellent communication and collaboration skills. - Strong attention to detail and ability to prioritize tasks. - ITIL Foundation certification. - Ability to adapt to changing priorities and work in a fast-paced environment. Additionally, relevant certifications such as ITIL, PMP, or AWS are a plus, and experience in the healthcare or pharmaceutical industry is desirable. We offer a hybrid working solution that allows for a balance between office and remote work, optimizing productivity and work-life balance for our employees. As an ITSM Digital Experience Specialist at our company, your role will involve designing and supporting the implementation of new Service Catalogue items and workflows in ServiceNow. You will be responsible for creating and maintaining ServiceNow knowledge articles in the end-user knowledge base. Additionally, you will analyze user needs and pain points related to ITSM processes and tools, collaborating with cross-functional teams to gather requirements and define digital experience goals. Your key responsibilities will include: - Designing and supporting the implementation of new Service Catalogue items and workflows in ServiceNow. - Creating and maintaining ServiceNow knowledge articles in the end user knowledge base. - Analyzing user needs and pain points related to ITSM processes and tools. - Collaborating with cross-functional teams to gather requirements and define digital experience goals. - Designing and implementing improvements to streamline and optimize the digital experience of ITSM processes and tools. - Conducting user research to gather feedback and understand user preferences. - Developing and maintaining user-friendly interfaces and workflows for ITSM processes and tools. - Collaborating with UX designers and developers to implement changes based on user feedback. - Monitoring and tracking key performance indicators (KPIs) related to the digital experience of ITSM processes and tools. - Providing training and support to end-users on ITSM processes and tools. - Staying up-to-date with industry trends and advancements in ITSM processes and tools. Qualifications required for this role include: - Bachelor's degree in Computer Science, Information Technology, or a related field. - Minimum of 3 years of experience as an ITSM Digital Experience Specialist or similar role. - Familiarity with ITSM frameworks such as ITIL or COBIT. - Proficiency in ServiceNow with experience in designing and implementing Service Catalog items and workflows. - Good understanding of Virtual Agent and configuration of topics. - Experience in Knowledge Management is desirable. - Strong analytical and problem-solving skills. - Knowledge of user experience (UX) principles. - Excellent communication and collaboration skills. - Strong atte