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Job Description
- Ensure all operational services (and those being prepared) are defined and recorded.
- Ensure all information within the service catalog is accurate and up to date that items are retired, made live and amended as required.
- Ensure the Service Catalog is published in a timely manner with accurate information about operational services.
- Responsible for the maintenance of the Service Catalogue in conjunction with internal service and technology owners IT consultancy and PMO RESOURCES FOR DIGITAL ENTERPRISE DEPARTEMNT.
- Carries out the Procedure Manager responsibilities for the Service Catalog Management.
- Work across teams to define requirements, documentation and training so processes are implemented in the tools, documented and process users trained in their use.
- Proactively escalate problems and issues and drive to resolution.
- Adhere to company policies and procedures.
- Enhance knowledge of the field through self-study.
- Provides specialist advice and contributes to the continuous development of the Service Catalog procedure.
- Uses persuasive skills to encourage staff to follow the procedure and challenges non- compliance.
- Works with internal reporting team to assure that the service catalogue entries meet reporting requirements.
- Ensure to conduct Customer Satisfaction annual survey in coordination with all concerned parties.
- Ensure that Service Level Agreement (SLA) is implemented and report SLA summary to the management.
Job Requirements
- 3+ years experience in developing and administrating Service Catalogs.
- Experience in IT Operations Management disciplines.
- ITIL V3/4 Foundation Certified.
- Aware of ticketing tools such as BMC Remedy.
- Excellent presentation and communications skills across multiple levels of the organization, including senior management.
- Must be able to articulate messages across a variety of audiences.
- Self-driven and ability to work independently
- Strong customer service, analytical, research, interpersonal, and problem-solving skills.
- Working knowledge of MS Office products for Windows including Word,
- Excel, Visio, Project, and SharePoint
