1) Overview a) As a member of the Service Management team within YRC Freight, the individual in this role works closely with the Senior Service Catalog Technical Analyst design and create the following: a well-defined and managed service catalog which provides a self-service opportunity for internal customers, a single portal to present all IT product offerings, a standardized approach to request fulfillment and management of customer expectations throughout the process. b) The individual in this role will assist with the transition of IT Service Catalog content and layout from the existing legacy system to the new ServiceNow platform within the established project schedule. Additionally, this role assists with the development of process workflows for each catalog item by modifying existing reusable request models/workflows within ServiceNow. c) This role is responsible for creating Service Catalog items including category assignment, icons, short descriptions, properties, variables and fulfillment/approval rules in ServiceNow. d) This role adds service catalog items and related request fulfillment workflow to pre-defined shared workflows utilizing the graphical workflow editor in ServiceNow. e) This role provides input to the ServiceNow trainer for the development of training materials related to the service catalog and service request process. 2) Job Requirements a) Bachelor Degree in a related subject and/or 3 – 5 years equivalent experience developing / delivering IT service catalogs and related service request workflows. b) Experience building or configuring services in ServiceNow or a similar industry standard Service Catalog tool c) Excellent written and verbal skills d) Experience soliciting and writing business requirements and or translating business requirements into technical requirements or vice versa e) Detail-oriented with excellent organizational and time management skills; able to manage multiple work threads simultaneously f) Proficient in Microsoft Office Products (Word, Excel, PowerPoint, Visio) 3) What will put you above the rest a) Prior experience implementing a ServiceNow service catalog/service request process b) Knowledge of ITIL framework with a specific focus on IT Service Management c) Knowledge of Infrastructure Technology and or the ability to quickly comprehend/assimilate technical information d) Strong business savvy, emotional intelligence, demonstrated influencing skills, negotiation, and organizational agility.
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