The ServiceNow Service Catalog Creator & Maintainer is responsible for de-signing,

building, standardizing, and continuously maintaining service cata-log items on the

ServiceNow platform. The role ensures a consistent, user-friendly request experience while aligning catalog items with platform standards, governance, and business needs.

Key Responsibilities

3.1.13 Catalog Design & Creation

- Design and build service catalog items, record producers, and order guides
- Create and maintain variables, variable sets, UI policies, and client scripts
- Ensure catalog items follow UX, naming, and platform standards
- Collaborate with business and module teams to translate require-ments into catalog items

3.1.14 Catalog Maintenance & Optimization

- Maintain the full lifecycle of catalog items (create, update, retire)
- Regularly review catalog items for redundancy, usability, and compli-ance
- Optimize catalog items for performance, reusability, and scalability
- Ensure catalog items remain aligned with evolving business pro-cesses

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3.1.15 Governance & Standardization

- Enforce catalog governance, approvals, and documentation standards
- Ensure catalog items comply with security, access control, and audit requirements
- Maintain consistency across ITSM, HRSD, CSM, and custom catalogs
- Support platform-wide standardization initiatives

3.1.16 Integration & Automation

- Integrate catalog items with workflows, flows,



and backend processes
- Enable automation to reduce manual fulfillment effort
- Work closely with developers and workflow designers to ensure seamless fulfillment

3.1.17 Stakeholder Collaboration & Support

- Act as the primary point of contact for catalog-related queries
- Support UAT and production issue resolution related to catalog items
- Train requesters and fulfillment teams on catalog usage and changes

Required Skills & Experience

3.1.18 Technical Skills

- Strong hands-on experience with ServiceNow Service Catalog
- Expertise in catalog variables, UI policies, client scripts, and ACLs
- Working knowledge of Flow Designer and workflows
- Understanding of ITSM processes (Request, Incident, Change)
- Experience with catalog UX and portal design is a plus

3.1.19 Functional & Soft Skills

- Solid attention to detail and documentation discipline
- Ability to balance user experience with platform governance
- Excellent stakeholder communication and requirement-gathering skills
- Platform mindset rather than module-only ownership

Preferred Qualifications

- ServiceNow ITSM certification
- Experience working in large, multi-team ServiceNow environments
- Exposure to catalog governance models and platform ownership

Success Metrics

- Reduction in duplicate or non-standard catalog items
- Improved request fulfillment time and user satisfaction
- High catalog reuse and low maintenance overhead
- Compliance with platform standards and audit requirements

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