Service Request Catalog Specialist

Alstom (Bangalore, KA, India) 19 hours ago

Req ID:102552

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 38 900 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

Purpose of the Role:

The Service Catalog Manager will be responsible for management of the delivery of the Service Catalog requests from initiation and ideology to deployment by facilitating service discovery with appropriate groups and managing the implementation of Service Catalog requirements and development within the Service-Now platform.This role is critical for IT’s support of Alstom, ensuring that catalog requests for or about business processes and services are appropriately designed, delivered, and supported.

Organization Structure:

  • Service Catalog Manager -> SR , SLM & Reporting Manager -> Run Performance Director -> Service Performance User Support VP -> CITO
  • Reports Directly to : SR , SLM & Reporting Manager
  • Direct Reports : NA

Network & Links:

  • Internal : VP, Directors, Service Owners, Operations Manager & Suppliers
  • External : Supplier Network of IS&T

Main Responsibilities:

  • Capture demand from Service owners and arbitrate demand based on business impact and data analysis
  • Focus on user experience through enhanced visualization and worklflow to improve ease of access
  • Ensure the accuracy of the information within the IT Service Catalog as well as its consistency with the information across the Service Portfolio.
  • Analysis of Open Service requests for any hidden trend & issues, and accordingly co-ordinating with different teams to fix the underlying cause.
  • Conduct review meetings with Service Owners to address Open requests and come up with action plan
  • Generate daily reports & share analysis across the internal stakeholders
  • Test Service Request workflows as & when required
  • Own the User Acceptance testing process
  • Training material preparation updates and version control
  • Testing the workflows, approvals, Task Assignments, SLA and Notifications
  • Responsible and accountable for day to day governance of the Service Request and Catalogue management process
  • Publish Catalogue, Communication & handle Trainings for Service Request Catalogue Management
  • Decision on the addition/retirement to the Service Catalogue (through Change Management Process)
  • Contribute and participate in any CSI/Transformation programs or projects
  • End to end workflow testing
  • Ensure all IS&T KPI’s for Service Request management are green
  • Functional ownership (Design/Periodic maintenance) of the Service Request and Catalogue module in the ITSM Tool
  • Contribute and participate in any CSI/Transformation programs or projects

Educational Requirements

Mandatory

  • Graduate

Desirable:

  • ITIL V4 Foundation Certified

Experience:

Mandatory

  • 3-5 years direct work experience in a Service Management role

Desirable:

  • Experience managing Service Catalogs in ServiceNow a plus

Competency & Skills:

  • Good understanding/working knowledge of ITSM ticketing tools
  • Knowledge of IT Operations processes and frameworks (ITIL), and related process improvement methodologies
  • Basic Software testing knowledge is desirable
  • Good knowledge of MS Office applications and Service Management processes is a must
  • Exceptional organizational & time management skills
  • Ability to communicate professionally with business and technical teams.
  • Ability to multi-task and deal with well interruptions and re-prioritization.
  • Strong interpersonal skills.
  • Driven – self motivated.
  • Strong problem solving abilities.
  • Must work well within a team environment.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.  We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.   

Service Request Catalog Specialist

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