Elite Technical is seeking a ServiceNow Service Catalog Owner/Designer to lead process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. Lead the creation of baseline process maps, identifies inefficiencies, and re-designs and re-imagines 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.

Although this position is 100% remote, we are seeking candidates that currently reside in one of the following states: DC, MD, VA, WV, NC, PA, DE, NY, NJ, TX, FL.

Required Skills

- ITIL v3 or 4 certified, BS Degree (required), along with 6+ years of Service Catalog Management Responsibilities, with knowledge of service management principles, CMDB processes and best practices:

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

Service Catalog Process Owner Responsibilities:

1. 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
2. Sponsors the communication campaign to promote awareness and acceptance of the Catalog Management process
3. Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog
4. Management process and its associated procedures
5. 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
6. Management strategy and ensures coordination with all other IT processes
7. Participates in the IT Governance activities

- 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.
- Proven record of achieving service-related KPIs and customer satisfaction targets.
- 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.