Company Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
Job Description
Role Overview
The Service Request and Knowledge Manager is a leadership role responsible for the governance, execution, and continuous improvement of ITIL-based Service Request Management and Knowledge Management processes across the organization. This role ensures a high-quality, user-centric service request experience through a well-defined Service Catalog, effective workflow planning, and robust integration with ServiceNow development teams.



Serving as the process owner for Service Request and Knowledge Management, the role drives consistency, usability, and operational efficiency while aligning with ITIL best practices and business objectives. The role works cross-functionally with Infrastructure, Operations, Security, Application teams, and business stakeholders to enable accurate, relevant, and reusable knowledge content, mature request workflows, and scalable self-service capabilities. With increasing focus on automation and AI-driven ITSM, this role promotes awareness and adoption of AI-enabled knowledge, request fulfillment, and intelligent routing capabilities to improve user experience and operational outcomes.
Key Responsibilities
Own, improve, and govern Service Request Management and Knowledge Management processes end to end.
Define, maintain, and enforce Service Catalog standards, request models, fulfillment workflows, and approval structures.
Partner closely with Se

📌 Sr Analyst-Service Request (Hyderabad)
🏢 Mattel
📍 Hyderabad