The Role
We are seeking a knowledgeable and detail-oriented Digital Experience SME to join the IT Service Management team. The ideal candidate will have experience in the Continual Service Improvement process, managing and optimizing the IT service catalog, and be familiar with IT Service Management processes. The role sits within the Service Quality and Experience area and will support and assist the IT Service Management team in Continual Service Improvement to identify, improve and add value back to our users. This role involves working closely with various teams to ensure the service catalog is comprehensive, user-friendly, and aligned with the organization's service management strategy. This role requires a combination of strategic thinking, effective communication, and an understanding of both business and IT processes.
Service Definition and Design:
Build and maintain a catalog process document to ensure it acts as a clear guide to end users.
Ensuring catalog services are well-documented, clearly defined, tagged, and meet the quality standards set by the organization.
Continuous Improvement:
Implementing a continuous improvement framework for the service catalog, regularly reviewing and updating services to ensure they are operating effectively.
Monitoring industry best practices and emerging trends to enhance the service catalog's effectiveness.
Working collaboratively with the ITSM SME's to continuously review and improve IT Service Management services.
Integration with ITSM Processes:
Collaborating with IT Service Management (ITSM) process owners to ensure seamless integration of the service catalog with other service management activities.
Quality Assurance:
Ensuring the accuracy and completeness of information in the service catalog.
Conducting audits and quality checks to verify that the services listed in the catalog match the actual services provided and are tagged correctly.
Communication and Training:
Communicating changes, updates, and improvements of the service catalog to relevant stakeholders.
Providing training and support to end-users, ensuring they understand how to use the service catalog effectively.
Stakeholder Engagement:
Collaborating with various stakeholders, including IT teams, business units, and end-users, to gather feedback.
Conduct meetings with stakeholders to discuss the service catalog's evolution and improvements.
Governance and Compliance:
Establishing governance processes to ensure that the service catalog is managed in accordance with organizational policies and industry standards.
Ensuring compliance with regulatory requirements related to service delivery and catalog management.
The Requirements
ITIL certification.
Minimum of 3 year's experience in IT service management
Proven experience in service catalog management and ServiceNow.
Excellent communication and interpersonal skills.
Ability to work collaboratively in a cross-functional team environment.
Analytical and problem-solving skills.
Familiarity with service catalog tools and technologies.
Preferred Skills:
Experience with service catalog automation tools.
Project management skills.
Knowledge of cloud services and technologies.
WTW is an Equal Opportunity Employer
