Specialist, Service Catalogue Management

Responsibilities and Accountabilities :

• Design and support implementation of new Service Catalogue items and workflows in ServiceNow.
• Create and maintain ServiceNow knowledge articles in end user knowledge base.
• Analyze user needs and pain points related to ITSM processes and tools.
• Collaborate with cross-functional teams, including IT service desk, IT operations, and development teams, to gather requirements and define digital experience goals and objectives.
• Design and implement improvements to streamline and optimize the digital experience of ITSM processes and tools.
• Conduct user research, including surveys and interviews, to gather feedback and understand user preferences and pain points.
• Develop and maintain user-friendly interfaces and workflows for ITSM processes and tools.
• Collaborate with UX designers and developers to implement changes and enhancements based on user feedback and requirements.
• Monitor and track key performance indicators (KPIs) related to the digital experience of ITSM processes and tools.
• Provide training and support to end-users on ITSM processes and tools, ensuring a smooth and seamless digital experience.
• Stay up-to-date with industry trends and advancements in ITSM processes and tools, and recommend relevant improvements to enhance the digital experience.
• Assist in the development and implementation of ITSM digital experience strategies and roadmaps.

Required Qualifications :

Required Qualifications :

Working Environment

At Astellas we recognize the importance of work / life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

Requirements

Required Qualifications :

Required Qualifications :

Working Environment

At Astellas we recognize the importance of work / life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.