Service Catalog Management Specialist

7 days ago

Washington, Washington, D.C., United States Mindlance Full time

Job Description:


PURPOSE:

As a key member of the Mindlance team, the Service Catalog Management Specialist will play a critical role in leading process support and serving as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives.

Key responsibilities include leading the creation of baseline process maps, identifying inefficiencies, and re-designing and re-imagining the process to deliver superior customer experiences.

The Service Request Process Owner will be responsible for Service Catalog management by capturing, documenting, and publishing Service Catalog entries in order to provide current information to the CareFirst user community, as well as assume overall responsibility for ensuring the Catalog Management process is adhered to.

This includes delivering outstanding service experiences while optimizing efficiency and productivity.


ESSENTIAL FUNCTIONS:

  • 40% Acts as process owner and demonstrates tangible benefits and value of the process.
  • 25% Leads collaboration with cross-functional teams to identify, analyze gaps, and document processes.
  • 20% Lead the adoption, success, and maintenance of processes.
  • 10% Evaluate metrics, identify and implement improvement strategies.
  • 5% Performs validation activities on existing and new processes.


Service Catalog Management Responsibilities:

  • Identify Services that should be included in the Service Catalog.
  • Document the Service offering in terms familiar to the audience.
  • Ensure all stakeholders sign-off on the Service offering.
  • Ensure the publication of new Service Offering.
  • Maintain published Service Offerings.
  • Assist in communication and promotion of the Service Offering.


Service Catalog Process Owner Responsibilities:

  • Sponsors the process by ensuring the Catalog Manager has adequate access and training to conform to best practices and meet the needs of the organization.
  • Sponsors the communication campaign to promote awareness and acceptance of the Catalog Management process.
  • Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog Management process and its associated procedures.
  • Monitors and reviews the execution of the Catalog Management process at a high level, ensures it remains consistent with the organization's current culture and IT Service Management strategy and ensures coordination with all other IT processes.
  • Participates in the IT Governance activities.


Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Preferred Qualifications:

  • Advanced degree in business administration, management, or IT-related field.
  • 5+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.
  • Proficiency in monitoring service performance.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
  • Detail-oriented with a high level of accuracy in data analysis and reporting.
  • Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
  • Experience in implementing service improvement initiatives and managing service quality standards.
  • Familiarity and certified with service management frameworks such as ITIL v3 or above.
  • Proven record of achieving service-related KPIs and customer satisfaction targets.


Knowledge, Skills and Abilities (KSAs):

  • Ability to motivate others and foster a culture of continuous improvement and agile execution.
  • Ability to exercise independent judgment in methods, techniques, and evaluation criteria.
  • Knowledge of process improvement techniques.
  • Knowledge of process mapping and documentation techniques.
  • Ability to work with data and analytics.


Equal Employment Opportunity:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

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