Service Catalog Analyst - Military veterans preferred



  full-time   employee

United States


The Service Catalog Analyst performs a critical role responsible for designing the complexities of the ITIL-based Service Catalog, in development and execution of the solution in production. You will have the opportunity to solve complex problems, design user-friendly interfaces, and optimize processes through automation. This position offers the chance to improve the speed, efficiency, and reporting capability of IT services. The Service Catalog Analyst will also play a key role in representing current and future capabilities of supporting ITSM tools, and contributing to long-term strategy as well as tactical activities leading to the continual improvement of the environment to meet objectives.


Responsibilities include:

  • Collaborating with business solutions team members, application development, enterprise architecture, data center, cloud system, Service Management Office and other teams to build a comprehensive Service Catalog
  • Applying strategic vision while managing the Service Catalog and ServiceNow Request Management tool capabilities
  • Building and refining a Service Catalog solution containing data that is always current and accurate
  • Implementing processes that certify that all parts of the Service Catalog are an integrated part of the ServiceNow CMDB (Configuration Management Database)
  • Developing and implementing Service Catalog and Request Management standards, policies and procedures
  • Defining use cases to fully test new Service Catalog and Service Request development requests 
  • Ensuring best practices are implemented and determining optimized procedures for streamlining catalog and service requests including the use of automated processes, integrations with other systems, and manual input processes as necessary
  • Defining success metrics and monitoring of Service Catalog and Request Management processes 
  • Keeping abreast of industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies 
  • Assist with developing the awareness campaign to win support for new Service Catalog and Request Management procedures; ensuring that changes to the Service Catalog and Request Management methods and processes are properly approved and communicated to staff before being implemented; plans, publicizes and oversees implementation of new/updated Service Catalog and Request Management systems 
  • Strong organizational and communication skills
  • Strong ability to work in fast-paced environments
  • With limited direction, supports the implementation of service catalog systems into production.
  • Working knowledge of ServiceNow, preferred



Education / Certifications / Other:

  • Bachelors and 4-6 years of relevant experience
  • ITIL certification preferred (Foundation or above)
  • Strong skills with: MS Office products and Microsoft SharePoint
  • Experience with ServiceNow


COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.