Global Service Catalog Manager at Chubb in Whitehouse Station, New Jersey

Job Description:

Position Summary:

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally, leveraging and owning end user toolsets and automation programs that help the Chubb community find new and innovative ways of working. With an extreme focus on the end user and a drive for excellence, owning all components of Chubb’s core technology and support areas that employees and contractors leverage to perform their day to day work from a technology perspective, the organization is the first point of contact that the Chubb community leverages to obtain support.

Core to these technologies and support, is the Service Catalog, housed within ServiceNow. The Service Catalog is a location where end users should be able to go to be able to quickly and efficiently make requests and obtain support for their IT needs. We are looking for a creative and collaborative individual who will be responsible for defining and managing the overall strategy, maintenance, and execution of Chubb’s global service catalog.

The service catalog manager will be accountable for creating an effortless technology self-service experience aimed at driving end users to adopt self-service as the initial step for technology support and needs.  The service catalog manager will work with leaders and service owners throughout the organization to prioritize self-service improvement initiatives, define measurable goals for self-service, and make self-service a priority for all service teams. The service catalog manager will perform regular assessments for opportunities for self-service improvements with an eye towards automation wherever feasible. The service catalog manager will work closely with all knowledge managers to ensure knowledge strategy aligns to self-service strategy and is a critical component to overall self-service experience and strategy. The service catalog manager will also work closely with the ServiceNow Demand Manager to review, plan, prioritize, and track all development work related to the service catalog and service portal.

Primary Job Responsibilities:

• Establishes and maintains service catalog design, structure, and standards


• Optimizes customer experience through near effortless self-service solutions delivered via global service catalog in ServiceNow


• Analyzes top request drivers and prioritizes delivery of new forms efficiently.


• Partners with 3rd party vendors to ensure requirements are met and SLA’s around catalog items can be effectively measured.


• Drives process efficiency through streamlined fulfillment workflows that drive faster and more consistent delivery


• Defines the right measures and metrics for success and works to identify and remediate performance gaps


• Partners with service owners globally to ensure that services they provide are facilitated through a smooth end-to-end execution and experience


• Defines and drives strategy to incrementally scale service catalog


• Ensures that delivery of service catalog remains centered on end user experience


• Coordinates with SVP of End User Services and service catalog stakeholders to make prioritization decisions, define processes to maintain the catalog, and establish strategic maturity roadmap


• Plans for service catalog item rollouts and platform upgrades


• Coordinates stakeholder discussions and secures buy-in


• Partners with ServiceNow Demand Manager to review, plan, prioritize, and track demand


• Works closely with solution architects to automate manual processes wherever feasible


• Documents and tracks catalog personas, documents customer feedback, and incorporates inputs into overall user experience design


• Ensures knowledge strategy aligns to self-service strategy and is a critical component to overall self-service experience and strategy


• Works with service owners to document requirements for new catalog request items as well as existing catalog request item enhancements


• Monitors search trends and works to service owners to ensure the right search tags are leveraged

Required Skills & Experience:

Knowledge:

• Knowledge and experience in requirements documentation, test case writing, and story acceptance criteria


• Knowledge and experience in business process design.


• Ability to communicate clearly and concisely to executive leadership and program/project managers.


• Must possess an aptitude for translating complex, technical subjects into clear, business-oriented communications.


• Working knowledge of ServiceNow’s service catalog and service portal


• Experience using Excel pivot tables


• Strong business acumen.


• Ability to work across diverse organizations and build effective relationships/partnerships.


• Ability to deliver results via influencing IT leadership by articulating facts regarding planning and execution/delivery that result in improved outcomes.

Problem Solving:

• Weighs alternatives and considers service, business and financial implications of decisions.


• Flexibility to adjust service catalog activities in support of the business needs.


• Removes barrier to change.

Guidance:

• Accomplishes results through influencing other team members and/or leaders.


• Acts as an advisor to others.


• Provides guidance, constructive input and motivation to less experienced team members.

Relationships:

• Translates business plans into objectives for the ServiceNow portfolio.


• Initiates new or revised procedures, programs, and initiatives.


• Aligns operational plan with functional strategy and approach.


• May influence and/or develop broad programs and initiatives.

Experience:

• 5+ years of relevant experience or equivalent combination of education and work experience.


• Experience leading IT programs/projects or managing service catalogs at a global scale ideal.


• ITIL Foundations Certification recommended


• Experience with ServiceNow or similar self-service technologies


• Solid experience with conflict resolution


• Strong interpersonal/relationship management skills


• Ability to execute and prioritize a number of tasks simultaneously


• Experience with vendor partnerships and building relationships


• High service orientation and ability to measure customer satisfaction


• Strong influencing and negotiation skills


• Outstanding problem solving and analytical skills


• Outstanding communication skills, both oral and written


• Automation experience a plus