Staff, Request Catalog Product Manager

Job Description

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The Staff, Request Catalog Product Manager will play a pivotal role within the Enterprise Service Management (ESM) organization, ensuring the integrity, accuracy, and usability of the ServiceNow Request Catalog. This role will be based in Atlanta and will be responsible for the ongoing maintenance, quality assurance, and governance of catalog items and workflows, ensuring that services are accurately represented, aligned with business needs, and compliant with service management standards.
This position requires a deep understanding of service catalog design, user access governance, and request workflow configuration in ServiceNow. A key contributor to the overall service experience, the Staff, Request Catalog Product Manager will collaborate with service owners, delivery managers, and the service architecture team to drive consistency, improve user experience, and support enterprise-wide service management transformation initiatives.
Your Role Accountabilities...
Leadership & Strategy
• Lead the strategy and vision for the Request Catalog within ServiceNow, ensuring alignment with enterprise service management goals.
• Define and maintain catalog standards, item taxonomy, and metadata governance.
• Act as the primary advocate for catalog quality and usability across the organization, promoting a user-centric mindset in service design.
• Partner with architecture and design teams to ensure catalog changes align with the service management framework and governance policies.
Catalog Governance & Quality Assurance
• Own the lifecycle of catalog items, including creation, modification, and retirement, ensuring accuracy and compliance with organizational standards.
• Establish quality assurance processes to regularly review catalog data, detect inconsistencies, and ensure timely updates.
• Develop and enforce standards and policies around catalog item design, user access, and request fulfillment workflows.
• Coordinate audits and catalog reviews with stakeholders to maintain data integrity.
Service Design & Delivery Support
• Collaborate with service owners and product management to capture requirements and translate them into catalog items that are actionable, well-documented, and measurable.
• Support the onboarding of new services into the catalog, ensuring proper design and workflow alignment.
• Provide guidance and oversight during catalog item development, ensuring integration with related processes like approval chains, SLAs, and reporting.

User Experience & Workflow Optimization
• Design and optimize request workflows that balance business requirements with end-user usability.
• Leverage ServiceNow capabilities to simplify the request experience, including conditional logic, catalog item variables, and fulfillment routing.
• Identify and implement improvements to catalog navigation, search, and user interface to improve service discoverability and efficiency.
Stakeholder Engagement
• Build strong relationships with business units, service teams, and IT stakeholders to drive adoption and satisfaction with the request catalog.
• Serve as a subject matter expert on catalog capabilities and best practices within ServiceNow.
• Facilitate workshops, training, and documentation to educate stakeholders on catalog usage, submission guidelines, and governance practices.

Qualifications & Experiences...
• 8+ years of experience in IT service management, catalog management, or related disciplines, with at least 3 years working with ServiceNow.
• Proven experience managing large-scale service catalogs, including content governance, workflow design, and quality assurance processes.
• Strong understanding of ITIL service lifecycle, particularly in relation to request fulfillment and service catalog.
• Experience working in a cross-functional, matrixed environment and engaging with stakeholders at all levels.
• Bachelor's degree in Information Systems, Business Administration, or related field.

Not Required but Preferred Experience:
• ITIL v4 Certification (Managing Professional or Strategic Leader track preferred).
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).
• Familiarity with UX principles and designing user-centric service portals.
• Experience in large enterprise or global organization environments.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-z33wbq-216-73-216-18-42 in your application.