Service Owner for Catalog Administration

Company Overview

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Job Summary

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

Responsibilities

• Service Catalog Ownership: Manage the complete lifecycle of the ServiceNow Service Catalog including 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: Leverage deep knowledge of catalog items, record producers, order guides, and workflows.
• Handle role and permission management (RBAC) for catalog access and integrate catalog items with fulfillment systems (email, API, script actions).
• Governance & Standardization: Define and enforce catalog standards, maintain a catalog item registry, and ensure security and audit compliance.
• Platform Operations: Collaborate with platform teams for release management, migration of catalog items between environments, and defining performance indicators.
• Quality & Usability: Design for usability and accessibility, conduct regular audits, and implement enhancements for optimal user experience.
• Reporting & Metrics: Generate reports on catalog usage and fulfillment SLAs to drive continuous improvement initiatives.
• Collaboration & Communication: Partner with business requestors, fulfillment groups, UI/UX designers, and ServiceNow developers to bridge business needs and technical implementation.

Qualifications

• Education: Bachelor’s or Master’s degree 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 management skills.

Preferred Skills

• Exposure to ServiceNow modules such as HRSD and CSM that leverage catalog usage.
• Experience with Service Portal or Next Experience (Polaris) UI customization.
• Ability to drive global catalog standardization across multiple Business Units.

Experience

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Environment

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Salary

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Growth Opportunities

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Benefits

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