Glassdoor

**Location**
- Bengaluru, India

**Country**
- India

**Contract type**
- Permanent

**Work pattern**
- Full Time

**Market**
- Various

**Discipline**
- Information technology

**Job ref**
- 9009

**Recruiter contact**
- Supriya Yadavalli

**Location/s: Bengaluru**
**Recruiter contact: Supriya Yadavalli**

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance - we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

**About the business unit**

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

The IT Specialist - Catalogue Management collaborates with global IT stakeholders to develop a strategic programme aimed at driving automation initiatives. The goal is to streamline IT service request processes, significantly reduce reliance on manual tasks, and enhance the customer experience. This role involves assessing opportunities for automating IT service requests, proposing comprehensive IT service improvement plans, and leading the implementation and progress reporting of these initiatives.

Additionally, the role supports the creation and refinement of working instructions and knowledge base articles. This includes identifying gaps in existing or dependent processes and work instructions, and developing concise, comprehensive materials to address these gaps. The role supports teams in ensuring efficiency and adherence, fostering a culture of continuous improvement and compliance with established standards and best practices.

The role also aids in operational tasks by modifying and improving current workflows and identifying areas for enhancement. It involves assisting in the development of new catalogue items and collaborating with various teams to understand their needs and requirements, translating these into new or updated catalogue entries.

**Key duties and responsibilities include**:

- Identify and evaluate areas within IT service requests that can benefit from automation.
- Develop detailed and strategic plans for IT service improvements, with a strong focus on automation and efficiency.
- Lead the execution of automation initiatives, ensuring timely and effective implementation.
- Monitor and report on the progress of automation projects, providing regular updates to stakeholders.
- Create and refine working instructions and knowledge base articles.
- Modify and improve current workflows, identifying areas for enhancement.
- Support the creation of new catalogue items and update existing ones.
- Work with various teams to understand their requirements and translate them into new or revised catalogue entries.

**Essential**
- Proven experience in delivering automation efforts within ServiceNow.
- Extensive experience with ServiceNow, specifically in catalogue management and service request management.
- Strong technical skills in ServiceNow, including workflows, flows, and scripting.
- Excellent analytical skills for gathering and interpreting business requirements.
- Ability to create detailed documentation and process flowcharts.
- Experience in conducting stakeholder interviews and workshops.
- Proficiency in translating business needs into technical requirements.
- Strong organisational skills to manage multiple projects and priorities.
- Solid understanding of IT service management (ITSM) principles and best practices.

**Desirable**
- ServiceNow certifications.
- Experience with ServiceNow Performance Analytics.
- Familiarity with Agile and Scrum methodologies.
- Experience in training and supporting end-users on ServiceNow functionalities.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Skills in managing and leading change initiatives within global IT functions.
- ITIL v3 or ITIL 4.

**Personal Attributes**
- Highly self-motivated and directed.
- Ability to think creatively and propose innovative solutions to improve ITSM processes.
- Ability to adapt to changing technologies and business environments.
- Strong team player who can work effectively with various departments globally.
- Strong focus on understanding and addressing customer pain points.
- Strong presentation, facilitation, and leadership skills to engage with senior management and stakeholders.
- Ability to balance demands and priorities and think clearly under pressure.
- Good analytical skills and attention to detail to identify discrepancies