· Design and support implementation of new Service Catalogue items and workflows in ServiceNow.

· Create and maintain ServiceNow knowledge articles in end user knowledge base.

· Analyze user needs and pain points related to ITSM processes and tools.

· Collaborate with cross-functional teams, including IT service desk, IT operations, and development teams, to gather requirements and define digital experience goals and objectives.

· Design and implement improvements to streamline and optimize the digital experience of ITSM processes and tools.

· Conduct user research, including surveys and interviews, to gather feedback and understand user preferences and pain points.

· Develop and maintain user-friendly interfaces and workflows for ITSM processes and tools.

· Collaborate with UX designers and developers to implement changes and enhancements based on user feedback and r...