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Service Catalog Manager

3 weeks ago

Canberra, Australia Leidos Full time

Company Description

We’re a large scale complex systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re growing fast.

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

At Leidos, we’ve built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.

**Job Description**:
The Service Catalog Manager provides a single source of consistent information on all the agreed services offered under our contract with the customer and develops and maintains capabilities for them to be easily acceptable for approved consumers.

Reporting to the ServiceNow Product Owner, the Service Catalog Manager is a senior member of our ServiceNow Platform team that support ServiceNow capabilities and instances to deliver organisational and customer objectives. We are looking for an experienced ITSM Specialist and ServiceNow practitioner to design and map service offerings and develop and implement Catalog Items in the ServiceNow platform. This role will also provide Service Catalog governance, standards, templates and patterns for other teams and individuals contributing to catalog item development across operational and project teams.

The Service Catalog Manager is a critical role in the Request Fulfilment process, ensuing requested services are able to be fulfilled efficiently, effectively, with appropriate governance, compliance and reporting even with requests not made via ServiceNow.

As a critical member of the ServiceNow Platform Team the Service Catalog Manager will be responsible for working with internal teams and customers, helping to implement capabilities and create solutions of varying degrees of complexity to meet priority business objectives, while working with the Platform Administrators to ensure the stability and sustainability of the overall platform.

**_ Duties - What you’ll be doing_**

Some of the specific duties you’ll be performing in this role include:

- Maintain the Service Catalog of internal and external facing services in a consumable format, liaising with fulfilment teams to capture Service Offerings and the methods for consumption
- Develop appropriate knowledge articles to support request fulfilment of Service Offerings
- Configure and maintain ServiceNow Portals and Catalog where ServiceNow is where consumers request services
- Manage a backlog of work for the development and implementation of new catalog items and remediation of existing catalog items, coordinating with development teams on the assignment and distribution of work packages
- Develop, test, and maintain ServiceNow components, integrations, and workflows capability
- Configure ServiceNow modules to meet business requirements, and provide expert ServiceNow knowledge and skills to align ServiceNow out of the box capabilities with required business outcomes
- Work with CTO and Architecture to develop and implement best practices for ServiceNow development, deployment and release
- Connect and work effectively with the Product Architects, security and technical teams to ensure the ServiceNow solutions are continuously cyber security compliant, fit for purpose and achieving high levels of value from investment
- Drive automation and orchestration, ensuring ServiceNow provides optimal day-to-day execution through streamline, efficient and effective ServiceNow operations.
- Develop solutions in line with licence requirements with cost optimisation in mind
- Review demands and consolidate requirements into single solutions that provide multiple benefits
- Work collaboratively with ServiceNow technical resources, including engineers, developers, and business analysts across the organisation
- Champion low-code and no-code maturity of the organisation. Allowing other non-technical teams to improve their own areas by leveraging the platform and its capabilities.
- Provide hands-on leadership to ensure workload management, Service Levels attainment, achievement of timelines and other deliverables
- Work directly with our Support teams and Business Stakeholders to understand interactions that best support our business to self-service, automation and process needs.
- Ensure high standards of documentation and process compliance across the delivery team, ensure that all architectural artefacts and deliverables in the responsibility areas are developed to the h