Job Description

Required Skills:
Exposure to ServiceNow modules such as:
-HRSD, CSM that leverage catalog usage
-Experience with Service Portal or Next Experience (Polaris) UI customization
-Ability to drive global catalog standardization across multiple BUs
Role Objective
The Service Owner for Catalog Administration is accountable for the strategy, governance, scalability, and user experience of the Service Catalog on the ServiceNow platform. The role ensures that catalog items are intuitive, standardized, and aligned with enterprise processes and compliance requirements.
Core Responsibilities
Service Catalog Ownership
Own the complete lifecycle of the ServiceNow Service Catalog:
Catalog structure, categories, item design, and fulfillment workflows
Ensure catalog items follow user-friendly design, low maintenance overhead, and alignment with enterprise standards
Establish catalog data models, input rules, variable sets, and widget configurations
ServiceNow Expertise
Deep knowledge of:
Catalog Items, Record Producers, Order Guides, and Workflows
Variable types, client/server scripting (GlideForm, GlideAjax), UI policies
Role and permission management (RBAC) for catalog access
Integration of catalog items with fulfillment systems (email, API, script actions)
Experience with multi-departmental catalog structures (e.g., IT, HR, Facilities)
Governance & Standardization
Define and enforce catalog standards:
Naming conventions, design templates, UX principles, request lifecycle
Govern onboarding of new catalog requests from departments or vendors
Maintain a catalog item registry with versioning and ownership details
Ensure security and audit compliance (access controls, sensitive info masking)
Platform Operations
Collaborate with platform teams for:
Release management, update sets, ATF scripts for catalog testing
Migration of catalog items between environments (Dev > Test > Prod)
Coordinate with CMDB owners and integration teams for backend linkage
Define performance indicators: Time to fulfill, request abandonment rate, user satisfaction
Quality & Usability
Design for usability and accessibility: reduce clicks, simplify forms
Conduct regular audits to retire or refactor unused/duplicate catalog items
Implement "Save as Draft", multilingual support, and conditional logic enhancements
Reporting & Metrics
Generate reports for:
Catalog usage, fulfillment SLAs, most/least used items
Time-to-approve/request and agent load analysis
Drive continuous improvement initiatives for catalog optimization
Collaboration & Communication
Partner with:
Business requestors for intake and definition
Fulfillment groups and operations teams for routing and training
UI/UX designers for improving end-user experience
ServiceNow developers for advanced logic or integrations
Act as a bridge between business needs and technical implementation
Required Skills:
Exposure to ServiceNow modules such as:
-HRSD, CSM that leverage catalog usage
-Experience with Service Portal or Next Experience (Polaris) UI customization
-Ability to drive global catalog standardization across multiple BUs
Role Objective
The Service Owner for Catalog Administration is accountable for the strategy, governance, scalability, and user experience of the Service Catalog on the ServiceNow platform. The role ensures that catalog items are intuitive, standardized, and aligned with enterprise processes and compliance requirements.
Core Responsibilities
Service Catalog Ownership
Own the complete lifecycle of the ServiceNow Service Catalog:
Catalog structure, categories, item design, and fulfillment workflows
Ensure catalog items follow user-friendly design, low maintenance overhead, and alignment with enterprise standards
Establish catalog data models, input rules, variable sets, and widget configurations
ServiceNow Expertise
Deep knowledge of:
Catalog Items, Record Producers, Order Guides, and Workflows
Variable types, client/server scripting (GlideForm, GlideAjax), UI policies
Role and permission management (RBAC) for catalog access
Integration of catalog items with fulfillment systems (email, API, script actions)
Experience with multi-departmental catalog structures (e.g., IT, HR, Facilities)
Governance & Standardization
Define and enforce catalog standards:
Naming conventions, design templates, UX principles, request lifecycle
Govern onboarding of new catalog requests from departments or vendors
Maintain a catalog item registry with versioning and ownership details
Ensure security and audit compliance (access controls, sensitive info masking)
Platform Operations
Collaborate with platform teams for:
Release management, update sets, ATF scripts for catalog testing
Migration of catalog items between environments (Dev > Test > Prod)
Coordinate with CMDB owners and integration teams for backend linkage
Define performance indicators: Time to fulfill, request abandonment rate, user satisfaction
Quality & Usability
Design for usability and accessibility: reduce clicks, simplify forms
Conduct regular audits to retire or refactor unused/duplicate catalog items
Implement "Save as Draft", multilingual support, and conditional logic enhancements
Reporting & Metrics
Generate reports for:
Catalog usage, fulfillment SLAs, most/least used items
Time-to-approve/request and agent load analysis
Drive continuous improvement initiatives for catalog optimization
Collaboration & Communication
Partner with:
Business requestors for intake and definition
Fulfillment groups and operations teams for routing and training
UI/UX designers for improving end-user experience
ServiceNow developers for advanced logic or integrations
Act as a bridge between business needs and technical implementation
Experience: 7-12 years overall IT experience with 5+ years on the ServiceNow platform
Education: Bachelor's/Master's in Information Technology, Computer Science, or related fields
Certifications:
Mandatory: ServiceNow CSA (Certified System Administrator)
Preferred: CAD (Certified Application Developer), ITIL v4 Foundation
Communication Skills: Excellent communication, documentation, and stakeholder management skills
Experience: 7-12 years overall IT experience with 5+ years on the ServiceNow platform
Education: Bachelor's/Master's in Information Technology, Computer Science, or related fields
Certifications:
Mandatory: ServiceNow CSA (Certified System Administrator)
Preferred: CAD (Certified Application Developer), ITIL v4 Foundation
Communication Skills: Excellent communication, documentation, and stakeholder management skills
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company. Inclusion and Equal opportunities are important to us - regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company. Inclusion and Equal opportunities are important to us - regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
Job number: 4047
Publication period: 08/05/2025 - 08/06/2025
Location: Bangalore
Organization: Daimler Truck Innovation Center India Private Limited
Job Category: IT/Telecommunications
Working hours: Full time