ITSM Service Catalog Owner Sr Manager

Otis Elevator Co.; Brasil; Teletrabalho; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading technology company is seeking an ITSM Service Catalog Owner based in São Bernardo Do Campo, Brazil. In this role, you will design and maintain service catalog solutions, collaborating with Service Owners and monitoring effectiveness. Candidates should have strong communication skills, ITSM knowledge, and experience with ServiceNow and ITIL. This position offers a chance to work in a diverse and innovative environment.

Qualificações

• 5+ years of ITIL process ownership.
• 3+ years of ServiceNow experience as a process owner.
• Experience in a global team across multiple regions and time zones.

Responsabilidades

• Collaborate with Service Owners for service updates.
• Document detailed user requirements.
• Monitor and report on service catalog effectiveness.

Conhecimentos

Strong written and verbal communication skills

Working knowledge of IT Service Management (ITSM)

Organizational and time management skills

Formação académica

Bachelor’s degree in computer science or related discipline

ITIL 4 Foundation Certification

Ferramentas

ServiceNow

Descrição da oferta de emprego

Overview

ITSM Service Catalog Owner

Date Posted: 2025-05-09

Location: LOC6054: São Bernardo Do Campo Home Offices Remote Location, Remote City, São Paulo, Brazil

Role Summary: As the Service Catalog Owner, you are responsible for the design, efficiency, and effectiveness of the service catalog solutions based on our unique requirements. You will create, maintain, and distribute information about the services available to users and how these can be accessed. Our end goal is to minimize the barriers that users face in accessing services they are entitled to while also ensuring that we don’t use up excessive IT resources to administer this.

Responsibilities

• Collaborate with Service Owners to gather and update information about their respective services, ensuring a consistent and reliable source of truth for all IT services offered.
• Gather and document detailed user requirements for new and modified catalog items, add/update ideas, and/or stories in ServiceNow, and attend SCRUM meetings.
• Establish repeatable, efficient processes to create, modify, or remove catalog items, especially given the diversity of IT services in modern enterprises.
• Continuously monitor the catalog's effectiveness, identifying areas for improvement and making recommendations to enhance its usability and relevance.
• Communicate changes and updates to the catalog to impacted stakeholders, ensuring they are aware of new or modified services and their associated information.
• Monitor and report on the usage and effectiveness of the service catalog. Track key performance indicators (KPIs) to measure the impact of continuous improvement (CI) initiatives.
• Identify and analyze process inefficiencies; collaborate with other ITSM Practitioners to design and implement process improvements using various CI methodologies.

What You Will Need to be Successful

• Strong written and verbal communication skills, including reading, writing, and speaking in English; ability to work collaboratively.
• Working knowledge of IT Service Management (ITSM) principles.
• Skilled servant leader and able to work with a diverse team of IT professionals.
• Demonstrated ability to lead and influence others in a matrixed organization.
• Strong organizational and time management skills.

Minimum Qualifications

• Bachelor’s degree in computer science or related discipline, or equivalent experience.
• Established knowledge of ServiceNow and ITSM and ITIL.
• ITIL 4 Foundation Certification.
• 5+ years of ITIL process ownership.
• 3+ years of ServiceNow experience as a process owner.
• Experience working with a global team across multiple regions and time zones.
• Prefer Service Catalog specialist certification.

Apply today to join us and build what’s next!

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move billions of people every day and maintain a large service portfolio across more than 200 countries and territories. We are a diverse, global team focused on Safety, Ethics, and Quality in all that we do.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions and the skills you’ll gain help keep us connected and on the cutting edge.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [e-mail].

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