Servicenow service Owner

4 hours ago

Bengaluru Karnataka, India Daimler Truck AG Full time

Tasks **Required Skills**: - Exposure to ServiceNow modules such as: - HRSD, CSM that leverage catalog usage - Experience with Service Portal or Next Experience (Polaris) UI customization - Ability to drive global catalog standardization across multiple BUs - Role Objective - The Service Owner for Catalog Administration is accountable for the strategy, governance, scalability, and user experience of the Service Catalog on the ServiceNow platform. The role ensures that catalog items are intuitive, standardized, and aligned with enterprise processes and compliance requirements. - Core Responsibilities - Service Catalog Ownership - Own the complete lifecycle of the ServiceNow Service Catalog: - Catalog structure, categories, item design, and fulfillment workflows - Ensure catalog items follow user-friendly design, low maintenance overhead, and alignment with enterprise standards - Establish catalog data models, input rules, variable sets, and widget configurations - ServiceNow Expertise - Deep knowledge of: - Catalog Items, Record Producers, Order Guides, and Workflows - Variable types, client/server scripting (GlideForm, GlideAjax), UI policies - Role and permission management (RBAC) for catalog access- Experience with multi-departmental catalog structures (e.g., IT, HR, Facilities) - Governance & Standardization - Define and enforce catalog standards: - Naming conventions, design templates, UX principles, request lifecycle - Govern onboarding of new catalog requests from departments or vendors - Maintain a catalog item registry with versioning and ownership details - Ensure security and audit compliance (access controls, sensitive info masking) - Platform Operations - Collaborate with platform teams for: - Release management, update sets, ATF scripts for catalog testing - Migration of catalog items between environments (Dev > Test > Prod) - Coordinate with CMDB owners and integration teams for backend linkage - Define performance indicators: Time to fulfill, request abandonment rate, user satisfaction - Quality & Usability - Design for usability and accessibility: reduce clicks, simplify forms - Conduct regular audits to retire or refactor unused/duplicate catalog items - Implement “Save as Draft”, multilingual support, and conditional logic enhancements - Reporting & Metrics - Generate reports for: - Catalog usage, fulfillment SLAs, most/least used items - Time-to-approve/request and agent load analysis - Drive continuous improvement initiatives for catalog optimization - Collaboration & Communication - Partner with: - Business requestors for intake and definition - Fulfillment groups and operations teams for routing and training - UI/UX designers for improving end-user experience - ServiceNow developers for advanced logic or integrations - Act as a bridge between business needs and technical implementation - Job number: 4047 - Publication period: 08/05/2025 - 08/06/2025 - Location: Bangalore - Organization: Daimler Truck Innovation Center India Private Limited - Job Category: IT/Telecommunications - Working hours: Full time - To Location: Bengaluru, Daimler Truck Innovation Center India Private Limited Contact - Malcolm Davidson

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