Operational Support Business Process Manager

What you'll do

• Manage intake and gather requirements for new ServiceNow catalog requests.
• Analyze business processes to design catalog solutions that align with enterprise standards.
• Create and maintain catalog items, record producers, workflows, and supporting documentation.
• Provide production support by troubleshooting and assisting users with existing catalog items.
• Coordinate testing activities, including UAT planning and validation.
• Develop training materials, knowledge articles, and stakeholder communications.
• Identify automation opportunities and service improvements with cross-functional teams.

What we're looking for

• Bachelor’s degree or equivalent work experience.
• 1+ year of experience with tools and techniques for planning, organizing, monitoring and controlling IT projects.
• Experience working with ServiceNow Service Catalog and Request Management.
• Strong business analysis and requirements gathering skills.
• Experience documenting business processes and translating requirements into technical solutions.
• Knowledge of workflow automation and IT service management practices.
• Excellent communication, stakeholder management, and problem-solving skills (preferred).
• Project management (preferred).