We are seeking a Manager for Request, Knowledge, and Service Catalog to oversee daily business-as-usual (BAU) activities, including monitoring request queues, data analysis, reviewing catalog offerings and knowledge articles, tracking key performance indicators (KPIs), overseeing testing and system modifications, and collaborating with cross-functional teams. The ideal candidate will ensure operational efficiency, maintain high service standards, and drive continuous improvement in request, catalog, and knowledge management.
Remote: Located in EST or CST
6 month contract to hire
Essential Responsibilities
- Manage daily operations for Request, Service Catalog, and Knowledge Management.
- Monitor service level agreements (SLAs) for Request Management.
- Develop dashboards for ownership areas to track requests efficiently.
- Analyze high-volume request areas to determine the need for additional service catalog offerings.
- Review new and existing service catalog requests and knowledge management articles.
- Provide KPI/metric reporting, including request volumes, service catalog usage, and knowledge article distribution.
- Drive process efficiency by implementing key performance indicators and recommending continuous improvements.
- Design, execute, and enhance daily processes related to Request, Service Catalog, and Knowledge Management, including annual policy updates.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or equivalent work experience in Request, Service Catalog, or Knowledge Management.
- Minimum of six years of relevant professional experience, with at least one to two years in a managerial role.
- Proven ability to execute strategic asset management processes effectively.
- Strong multitasking and problem-solving skills.
- Fundamental understanding of ITIL and IT Service Management (ITSM) methodologies.
- Experience in a supervisory or managerial role.
Preferred Qualifications
- Strong knowledge of IT Service Management processes and discovery tools.
- Experience working with Configuration Management Databases (CMDB) and understanding their role in business services.
- Familiarity with IT software and hardware management.
- ITIL Certification preferred.
This is an excellent opportunity for an experienced professional to drive efficiency and innovation in service catalog, request, and knowledge management processes. #3994