ServiceNow Catalog Manager: Operational Excellence

Relha LLC; Cincinnati, Northern (OH, KY); Hybrid; USD 98,000 - 116,000; Full time

Benefits offered by this job

Life insurance

Disability benefits

401(k) retirement plan

Paid vacation & holidays

Job summary

U.S. Bank is seeking a ServiceNow Catalog - Operational Support Business Process Manager to lead intake, design, and optimization of ServiceNow catalog items and related workflows.

You will partner with stakeholders, developers, and support teams to deliver scalable self-service experiences that boost efficiency and customer satisfaction. The role focuses on catalog design and ongoing support, not development.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1+ year of experience with IT projects planning, organizing, monitoring and controlling.
• Experience with ServiceNow Service Catalog and Request Management.
• Strong business analysis and requirements gathering skills.
• Knowledge of workflow automation and IT service management practices.
• Excellent communication and stakeholder management skills.
• Project management experience.
• Ability to manage multiple initiatives in a fast-paced environment.

Responsibilities

• Manage intake and requirements gathering for new ServiceNow catalog requests.
• Analyze business processes and design catalog solutions that align with enterprise standards.
• Create and maintain catalog items, record producers, workflows, and support documentation.
• Provide production support for existing catalog items, including troubleshooting and user support.
• Coordinate testing activities, including UAT planning and validation.
• Develop training materials, knowledge articles, and stakeholder communications.
• Collaborate with cross-functional teams to identify automation opportunities and service improvements.

Skills

ServiceNow

Business analysis

Stakeholder management

Project management

Communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow Platform

Job description

U.S. Bank is seeking a ServiceNow Catalog - Operational Support Business Process Manager to lead intake, design, and optimization of ServiceNow catalog items and related workflows.

You will partner with stakeholders, developers, and support teams to deliver scalable self-service experiences that boost efficiency and customer satisfaction. The role focuses on catalog design and ongoing support, not development.