Associate Service Catalog Manager

1 week ago

Taguig, National Capital Region, Philippines QIAGEN Manila Full time ₱900,000 - ₱1,200,000 per year

Company Description

QIAGEN Manila is a biotechnology company providing vital support services such as Supply Chain Management, Customer Care, Finance & Accounting, Technical Services, and sales support to QIAGEN's global operations. The Manila site complements QIAGEN's Shared Service Center in Wroclaw, Poland, and plays a crucial role in serving the company's businesses in the United States and the APAC region. Home to over 300 diverse professionals, QIAGEN Manila supports multiple functions including Technical Service, Customer Care, Finance, HR, and Sales Support. QIAGEN N.V., based in the Netherlands, is a global leader in Sample to Insight solutions that enable customers to gain valuable molecular insights from samples containing the building blocks of life.

Role Description

· Collaborate with IT's customers to understand service demand and translate it into actionable service catalog requirements.

· Prepare and maintain Service Catalog Management documentation, including standard operating procedures (SOPs), guidelines, and work instructions.

· Drive continuous service improvements to enhance the process and adapt to evolving business needs and new ways of working.

· Ensure the service catalog is accurate, up-to-date, and consistently reflects the current state of IT services.

· Monitor, audit, and refine Service Catalog Management processes, including the employee IT portal within ServiceNow.

· Maintain comprehensive information about IT services, including service level agreements (SLAs) and other key service details.

· Support the streamlining of IT service processes by providing a clear, organized view of available services.

· Focus on delivering a user-friendly and intuitive experience for end users accessing the service catalog.

Work collaboratively with other IT teams to ensure the service catalog aligns with overall IT service management (ITSM) practices.

Qualifications

  • 3+ years of experience in IT Service Management (ITSM), Service Catalog Management, or a similar role. (ITIL V3 / V4 strongly preferred)
  • Proficient in ServiceNow Service Catalog, workflow automation, Service Portal, and reporting tools
  • Proficiency in process documentation, including Standard Operating Procedures (SOPs) and Work Instructions.
  • ·Familiarity with automation tools and workflows to streamline service requests and optimize efficiency.
  • Excellent communication and stakeholder management to coordinate across IT, business teams, and vendors.
  • Attention to detail to ensure service offerings are accurately documented and aligned with business needs.

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