ServiceNow Catalog Manager Security Clearance

Position: ServiceNow Catalog Manager with Security Clearance
Service Catalog Manager (Service Now)

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 Service Now-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 Service Now 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 Service Now 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:

Service Now Expertise:
Deep proficiency in the Service Now 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 (wire framing, 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.