DTICI_ServiceNow_Service Owner (Catalog Admin)_T8

Required Skills:

Exposure to ServiceNow modules such as: 

-HRSD, CSM that leverage catalog usage 

-Experience with Service Portal or Next Experience (Polaris) UI customization 

-Ability to drive global catalog standardization across multiple BUs 

 

Role Objective 

The Service Owner for Catalog Administration is accountable for the strategy, governance, scalability, and user experience of the Service Catalog on the ServiceNow platform. The role ensures that catalog items are intuitive, standardized, and aligned with enterprise processes and compliance requirements. 

Core Responsibilities 

Service Catalog Ownership 

Own the complete lifecycle of the ServiceNow Service Catalog: 

Catalog structure, categories, item design, and fulfillment workflows 

Ensure catalog items follow user-friendly design, low maintenance overhead, and alignment with enterprise standards 

Establish catalog data models, input rules, variable sets, and widget configurations 

ServiceNow Expertise 

Deep knowledge of: 

Catalog Items, Record Producers, Order Guides, and Workflows 

Variable types, client/server scripting (GlideForm, GlideAjax), UI policies 

Role and permission management (RBAC) for catalog access 

Integration of catalog items with fulfillment systems (email, API, script actions) 

Experience with multi-departmental catalog structures (e.g., IT, HR, Facilities) 

Governance & Standardization 

Define and enforce catalog standards: 

Naming conventions, design templates, UX principles, request lifecycle 

Govern onboarding of new catalog requests from departments or vendors 

Maintain a catalog item registry with versioning and ownership details 

Ensure security and audit compliance (access controls, sensitive info masking) 

Platform Operations 

Collaborate with platform teams for: 

Release management, update sets, ATF scripts for catalog testing 

Migration of catalog items between environments (Dev > Test > Prod) 

Coordinate with CMDB owners and integration teams for backend linkage 

Define performance indicators: Time to fulfill, request abandonment rate, user satisfaction 

Quality & Usability 

Design for usability and accessibility: reduce clicks, simplify forms 

Conduct regular audits to retire or refactor unused/duplicate catalog items 

Implement “Save as Draft”, multilingual support, and conditional logic enhancements 

Reporting & Metrics 

Generate reports for: 

Catalog usage, fulfillment SLAs, most/least used items 

Time-to-approve/request and agent load analysis 

Drive continuous improvement initiatives for catalog optimization 

Collaboration & Communication 

Partner with: 

Business requestors for intake and definition 

Fulfillment groups and operations teams for routing and training 

UI/UX designers for improving end-user experience 

ServiceNow developers for advanced logic or integrations 

Act as a bridge between business needs and technical implementation 

Experience: 7–12 years overall IT experience with 5+ years on the ServiceNow platform 
Education: Bachelor’s/Master’s in Information Technology, Computer Science, or related fields 
Certifications: 

Mandatory: ServiceNow CSA (Certified System Administrator) 

Preferred: CAD (Certified Application Developer), ITIL v4 Foundation 
Communication Skills: Excellent communication, documentation, and stakeholder ma