ServiceNow Catalog Manager with Security Clearance

Service Catalog Manager (ServiceNow)
Location: Oklahoma City, OK (Hybrid: 3 days onsite / 2 days remote)
Schedule: Monday–Friday, Flexible hours (approx. 7:00 AM – 5:00 PM range)
Experience Level: Mid-to-Senior Level (Targeting 5–10+ years)
Travel: Minimal (10% or less)
Clearance: Ability to obtain a Secret Clearance (Active or Interim Secret preferred) Position Overview
We are seeking a driven and assertive Service Catalog Manager to lead the enhancement and management of our ServiceNow-based service catalog.

This is a high-visibility, senior-leaning role embedded within an Enterprise Service Desk team. You will act as the vital bridge between technical teams and end-users, ensuring that digital service delivery is intuitive, organized, and efficient. The ideal candidate is not just a ServiceNow expert, but a "translator" who can navigate complex stakeholder environments, influence decision-making, and convert technical jargon into user-friendly language.

Key Responsibilities
Catalog Governance: Oversee the design, development, and maintenance of the ServiceNow service catalog to ensure accuracy and alignment with user needs. User Experience (UX) Advocacy: Apply UX principles to improve catalog organization and accessibility. You will create wireframes and mockups to visualize improvements and gather user feedback.

Stakeholder Management: Navigate "sticky" or complex situations between central service desks and various internal agencies to balance control and flexibility.

Technical Translation: Simplify technical concepts into clear, concise language for end-users while maintaining technical integrity for backend teams.

Process Optimization: Identify opportunities for automation and workflow improvements within the Request Management modules.

Metrics & Reporting: Develop dashboards to monitor KPIs, interpreting data to provide actionable insights on catalog performance and usage.

Qualifications
Required:
ServiceNow Expertise: Deep proficiency in the ServiceNow platform, specifically within the Service Catalog and Request Management modules.

Service Catalog Management: Proven experience (approx. 5–7+ years) managing enterprise-level service catalogs.

Strategic Communication: Ability to be assertive yet diplomatic. You must be comfortable influencing stakeholders and managing competing priorities.

Problem-Solving: A mindset geared toward resolving "gray area" challenges and improving legacy processes.

US Citizenship: Must be able to obtain and maintain a DoD Secret Clearance.

Preferred

Education: Bachelor’s degree in a relevant field (can substitute for 5 years of experience).

Certifications: ITIL v4 Foundation or higher.

UX Design: Conceptual awareness of UX design (wireframing, prototyping, and user testing).

Industry Experience: Prior experience within the Department of Defense (DoD) or large-scale government IT environments. Why Join Us?

Work-Life Balance: Enjoy a flexible schedule with a hybrid work model.

Professional Growth: High-visibility role with significant influence over enterprise-wide service delivery.

Impact: Take ownership of a critical platform used by thousands of users, transforming it from a base-centric model to a modern enterprise service.