Opis stanowiska

This is us

At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development.

This is the job

We are looking for a Specialist who will support the management and continuous improvement of IT Service Catalogue Management within an enterprise IT environment. The Service Catalogue Manager ensures that IT services, service requests and service offerings are accurately defined, maintained, communicated and aligned with organizational needs and ITIL practices, including proper representation in the ITSM solution.

Twoje zadania

Accountability for the management and maintenance of the Service Catalogue, Service Requests Catalogue and Service Offerings
Defining, executing, monitoring and improving Service Catalogue Management practice
Setting up and reporting on Service Catalogue Management KPIs
Ensuring that the IT Service Catalogue contains accurate and up-to-date information
Ensuring that the existing Service Catalogue is properly reflected in the ITSM solution
Preparing communication for end users announcing new or retired IT services
Preparing required policies and Standard Operating Procedures (SOPs) supporting Service Catalogue Management practice
Contributing to all other ITIL practices
Creating a positive customer experience

Wymagania

This is you

Excellent practical knowledge of IT Service Management, with focus on: IT Service Catalogue Management, Service Request Catalogue Management, Service Offerings
Practical experience customizing and describing Service Catalogue Management practice
Practical experience implementing and managing IT Service and Service Request Catalogues
Practical knowledge and hands-on experience implementing and managing Service Catalogue Management practice within an ITSM solution
Well understanding of IT services lifecycle management
Well understanding of complex information systems and their interoperability

Nice-to-have skills:

Knowledge of applying internal IT policies (e.g. security, data protection) to Service Catalogue service definitions
Ability to gather, document and validate service requirements with Service Owners and business stakeholders
Skill in maintaining Service Catalogue data quality in line with defined naming conventions and classification standards
Hands-on ability to maintain Service Catalogue content within an ITSM tool, including linkage to service requests or related records
Ability to produce and interpret Service Catalogue KPIs and identify data quality or performance issues
Skill in creating clear, user-oriented service descriptions and supporting communication of service changes to end users
Ability to identify and implement continuous improvements to Service Catalogue Management based on metrics, feedback or reviews
ITIL Expert certification (non-mandatory)

Service Catalogue Manager

AVENGA (Agencja Pracy, nr KRAZ: 8448)