Administrator - Process Management, ServiceNow

Experience: 4 to 7 years

Location: Chennai, India

Skills: ServiceNow, Hardware Asset Management (HAM), CMDB operations, ITSM tools, CI classes, ITIL v3, ITIL 4, Asset Management, Configuration Management, Change Management, Incident Management, French language proficiency, analytical skills, problem solving skills

Job Summary
Role Summary
The Service Request & Catalog Manager (L2) is responsible for maintaining, updating, and governing the IT Service Catalog and Service Request workflows within the ITSM platform (ServiceNow). The role is primarily focused on:
Catalog item creation, modification, and lifecycle management
Ensuring accurate, user-friendly, and functional service request catalog
Driving operational execution of catalog updates and workflows

Key Responsibilities
Key Responsibilities
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1. Service Catalog Management (Core Responsibility)
• Create, update, and maintain service catalog items in ITSM tools (ServiceNow)
• Coordinate with ITSM platform expert to:
o Add / modify / delete catalog items
o Update request forms, fields, workflows
• Ensure catalog items are aligned with predefined templates and workflows
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2. Service Request Process Support
• Ensure service requests are:
o Properly configured in the catalog
o Linked to correct workflows and approvals
• Support request fulfillment teams by ensuring catalog accuracy and usability
• Improve request experience for end users
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3. Catalog Hygiene & Governance
• Maintain catalog data accuracy and consistency:
o Naming standards
o Categorization
o Ownership details
• Ensure obsolete or duplicate catalog items are removed




• Validate catalog items before publishing via approval workflows
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5. Coordination with Stakeholders
• Work closely with:
o Service owners
o IT teams (L2/L3)
o Central catalog governance team
• Gather requirements for new services or updates
• Coordinate approvals with customer-side catalog teams
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6. Operational Update & Publishing
• Manage:
o Catalog updates
o Knowledge articles linked to requests
o Announcements for new services
• Ensure content is:
o Approved
o Validated
o Published as per governance process
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7. Continuous Improvement
• Improve catalog usability and user experience:
o Simplify request forms
o Optimize workflows
• Identify opportunities for:
o Automation
o Self-service enablement
• Support shift-left initiatives via catalog enhancement
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8. Reporting & Tracking
• Track:
o Number of catalog updates/changes
o Pending catalog requests
• Provide visibility on:
o Catalog backlog
o Request improvement actions
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Key KPIs / Metrics
• Catalog accuracy and completeness
• Turnaround time for catalog updates
• Number of outdated/duplicate items removed
• User experience / adoption of self-service catalog
• Automation / self-service rate improvement
Skill Requirements




Technical & Functional Skills
• Solid hands on experience in Hardware Asset Management (HAM) and CMDB operations.
• Experience with ITSM/CMDB tools (e.g., ServiceNow or equivalent).
• Good understanding of CI classes, relationships, and data models (infrastructure, end user, application linked assets).
• Experience supporting asset audits, compliance checks, and lifecycle governance.
Process & Framework Knowledge
• Solid knowledge of ITIL v3 / ITIL 4, especially Asset, Configuration, Change, and Incident Management.
• Understanding of asset lifecycle, EOL/EOS management, and integration with financial processes.
Soft Skills
• Need French language proficient candidate, with English language communication skills at manageable level being a plus.
• Strong analytical and problem solving skills for data discrepancies and trend analysis.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Experience working in global, multi-vendor environments.
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Experience & Qualifications
• 4–7 years of experience in IT Asset Management / CMDB / ITSM operations.
• ITIL Foundation (or higher) certification preferred.
• Experience in regulated or large enterprise environments is an advantage.
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Key Outcomes / Success Measures
• High CMDB accuracy and audit pass rate.
• Reduction in asset/CI discrepancies and “CI not found” incidents.
• Timely and reliable asset data availability for financial, compliance, and operational reporting.
• Improved process maturity and automation adoption in HAM & CMDB.
Other Requirements
Other Requirement : SR Catalog Mgr, Process Mgmt, SR Catalog Mgmt

📌 Administrator Process Management, ServiceNow (Chennai)
🏢 HCL Technologies
📍 Chennai