We are looking for the ITS Knowledge and Service Catalog Manager who will play a pivotal role in shaping a seamless IT service experience for colleagues by managing both the IT Service Catalog and the IT Knowledge Base. This individual will collaborate closely with support teams, the ServiceNow team, and IT stakeholders to ensure that the service request forms and knowledge articles are easy to locate, intuitive to use, and continuously optimized based on feedback, usage data, and business needs.
This role is instrumental in driving self-service adoption, reducing misrouted incidents, and enabling faster issue resolution by ensuring the right forms and information are accessible when needed. In addition, the role owns the technical and business-facing catalog, identifies integration points, and drives process efficiency through automation and effective knowledge practices.
About You experience, education, skills, and accomplishments :
- Minimum 7+ Relevant work experience
- Expert-level background in ServiceNowwith proven experience managing IT Service Catalog and Knowledge modules.
- Strong understanding of ITILprinciples and Knowledge-Centered Support (KCS)methodology.
- Demonstrated ability to manage technical catalogs and integrations to support automated workflows.
- Proven track record in stakeholder engagement, process design, and driving user experience improvements.
- Analytical mindset with experience in using data to drive continuous improvement.
- Education (Bachelor's degree in computer science, or related degree or with relevant experience)
It would be great if you also had . . .
Experience leading an enterprise IT Service Desk in a customer-centric organization, supporting over 20K colleagues, where you demonstrated creativity and contributed to user-friendly ITSM product design, projects focused on a shift-left approach, and leveraged product design, knowledge management, and automation to enhance outcomes.
What will you be doing in this role:
- Build from Scratch: Establish the knowledge management and service catalog function from the ground up, identifying core tools, documentation standards, and workflows for sustained success.
- Service Catalog Management: Own the end-to-end management and continuous improvement of both user-facing and technical service catalogs in ServiceNow.
- Design and maintain technical service catalog elements, ensuring comprehensive mapping of business-facing and backend technical views of services.
- Work with IT services teams to identify integration points and ensure catalog items are designed to support automated workflows and efficient fulfillment.
- Set and enforce standards for catalog entries to ensure consistency, clarity, and integration-readiness.
- Ensure all request forms are easy to locate, intuitive, and include clear instructions and next steps.
- Knowledge Management: Oversee the strategy, structure, and governance of the IT Knowledge Base in ServiceNow.
- Define and enforce content standards, templates, tagging, and approval workflows for consistency.
- Collaborate with SMEs and support teams to create, review, and maintain high-quality, relevant, and up-to-date knowledge articles for both end users and IT teams.
- Process Efficiency & Automation: Identify, recommend, and implement opportunities for process automation and efficiency improvements across service catalog and knowledge management workflows.
- Leverage catalog and knowledge as foundational enablers for scalable IT service delivery, driving reduction in manual touchpoints and improved response times.
- User Experience Optimization: Ensure request forms and articles are designed with a user-first mindset - clear, concise, and actionable.
- Incident and Ticket Reduction: Analyze misrouted incidents and repeat service requests to identify gaps in catalog and knowledge offerings.
- Proactively introduce new request forms and articles to improve self-service and reduce reliance on manual support channels.
- Leverage analytics from ServiceNow and other tools to monitor catalog and knowledge usage, resolution rates, user feedback, and error trends.
- Stakeholder Management: Serve as the primary point of contact for knowledge and service catalog management across IT services and business functions.
- Build strong relationships with service owners, IT leaders, and cross-functional stakeholders to align on goals, priorities, and expectations.
- Partner with service owners to ensure knowledge and catalog items are accurately maintained and integrated into the end-to-end service experience.
