Service Catalog Manager

Clearance Level
Database Analysis/Design
Not Applicable, Virginia

REQ#: RQ81764

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

General Dynamics Information Technology (GDIT) is seeking a Service Catalog Manager (SCM) with extensive experience using ServiceNow to create a service catalog in a dynamic Cloud environment. The SCM will have extensive experience with creating service catalogs in ServiceNow that provide self-service opportunities in a cloud environment using customized portals where customers can request catalog items such as service and product offerings using standardized request fulfillment to ensure the accuracy and availability of the items in the catalogs. This will be accomplished with automated workflows and approvals to enable our client to improve customer experience, accelerate service delivery and reduce operational costs. The SCM will work closely with the IT cloud teams and business users to build requested items using workflows to manage processes from the customer to fulfillment teams.  Requirements include:

  • Build requested catalog items using workflows to manage processes from the customer to fulfillment teams.

  • Create Notifications to send communication from ServiceNow service catalog to the various teams in the organization.

  • Perform testing of ServiceNow new catalog updates in a timely manner with minimal or no disruption to IT operations.

  • Participate in end user support and training in the use of the service catalog.

  • Develop, Implement and maintain service catalog tables, database views, access controls, Business Rules, Script Includes, Workflows, Reports, Catalog Items, UI Scripts, Client Scripts and UI Policies, Events, Notifications within ServiceNow platform

  • Monitor catalog stability and performance metrics to prevent service degradation or interruption.

  • Work in Agile SDLC methodologies for Analysis, Design, Coding, Testing and promotion of catalog changes into Production.

  • Create transform maps to import catalog data into ServiceNow tables by mapping field value.

  • Maintenance and continuous improvement of the service catalog processes, standards, policies, working methods and tools

Required Skills:

  • Experience in planning the catalog design process

  • Experience in creating the top-level catalog structure

  • Experience in simplifying and standardizing fulfillment workflows

  • Experience in defining the catalog design maintenance process.

  • Understanding of and experience with IT Operation Management (ITOM) business processes

  • Working knowledge of the interrelationships between ITIL processes including Asset Management, Service Catalog, Incident, Problem, Change and Release Management

  • ServiceNow Certified Administrator certification

  • ServiceNow Certified Implementer certification

  • Excellent oral and written communication skills to provide clear messages to all management levels.

  • Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at all levels of the organization.

Minimum Requirements:

  • 5+ years of hands-on ServiceNow and service catalog development and installation experience, including a focus on catalog items, request workflows and fulfillment

  • Ability to create and maintain scripts and workflows, Business Rules, Scheduled jobs, all scripted aspects of the ServiceNow platform.

  • Ability to develop UI forms, fields, and notifications

  • Experience ServiceNow client and server side JavaScript and ServiceNow APIs

  • A Business Analyst mindset for developing workflows, appropriate fields, workflow layers and approval workflows

  • Experience in Service Catalog requests and ITSM components – incident, problem and change

  • Experience in ServiceNow, service catalogs and ServiceNow Admin

  • Experience with AWS Cloud infrastructure components

  • Experience in working directly with stakeholders to build catalog items and portal changes.

  • Experience working in Agile teams

Education and Experience:

  • 8+ years of experience securing data leveraging FedRAMP and NIST securing controls

  • Bachelors degree in an IT related field


  • Active DOD Secret Clearance


  • Primarily remote with some travel required to client site (see below)

  • May be required to attend planning events or to work from a secured location

DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.