A public-sector IT operator for the French-speaking Belgian administration is consolidating its service catalogue and portal to improve how citizens and internal users request and consume IT services. This role owns service data stewardship in ServiceNow CSDM and leads the design and rollout of service requests in the Service Catalog and Service Portal, working closely with product owners, project teams and operations.
The mission
You will join a cross-functional team responsible for maintaining the authoritative service repository and the user-facing request portal. The technical landscape centres on ServiceNow (CSDM, Service Catalog, Service Portal / Catalog Items), document management (GED) and Office tools for stakeholder coordination. Your work ensures published services and requests are complete, non-duplicated and governed according to defined standards.
On a day-to-day basis you will translate product and business requirements into concrete portal requests, operate the Go/No-Go governance for publication, and run continuous quality controls. You will coordinate readiness checks for project deliveries moving into run, maintain versioning and depublication processes, and produce regular reporting on data quality, backlog and SLA/KPI trends.
Your responsibilities
- Define and enforce service data standards, naming rules, required fields and completeness criteria to keep CSDM and the catalogue aligned.
- Convert product requirements into published request flows, including form variables, eligibility rules, approvals and the portal experience.
- Execute Go/No-Go decisions and maintain a traceable register for publications, versioning and depublication actions.
- Monitor data quality and operational KPIs, detect gaps, drive corrective actions and maintain a quality dashboard and backlog.
- Coordinate readiness checklists for project handovers, collecting missing information from product, project and run teams.
- Facilitate workshops with stakeholders to clarify ownership, resolve boundary issues and agree publication trade-offs.
Your profile
Essential skills
- Practical experience with ServiceNow CSDM, Service Catalog and Service Portal / Catalog Items, including request design and lifecycle management.
- Proven capability in data stewardship, standards setting, quality control, exception management and traceability.
- Experience designing service requests: forms/variables, eligibility rules, approvals and user journeys in a portal context.
- Familiarity with monitoring SLA / KPI and producing operational reports and dashboards.
- Comfortable coordinating across product, project and operations stakeholders and making pragmatic Go/No-Go governance decisions.
- Proficient with Office 365 and document management (GED) for stakeholder collaboration and audit trails.
Education
- Degree or equivalent professional experience in IT, information management or a related field.