Sr Analyst-Service Request & Knowledge management

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard-when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Role Overview

The Service Request and Knowledge Manager is a leadership role responsible for the governance, execution, and continuous improvement of ITIL-based Service Request Management and Knowledge Management processes across the organization. This role ensures a high-quality, user-centric service request experience through a well-defined Service Catalog, effective workflow planning, and strong integration with ServiceNow development teams. Serving as the process owner for Service Request and Knowledge Management, the role drives consistency, usability, and operational efficiency while aligning with ITIL best practices and business objectives. The role works cross-functionally with Infrastructure, Operations, Security, Application teams, and business stakeholders to enable accurate, relevant, and reusable knowledge content, mature request workflows, and scalable self-service capabilities. With increasing focus on automation and AI-driven ITSM, this role promotes awareness and adoption of AI-enabled knowledge, request fulfillment, and intelligent routing capabilities to improve user experience and operational outcomes.

Key Responsibilities

• Own, improve, and govern Service Request Management and Knowledge Management processes end to end.
• Define, maintain, and enforce Service Catalog standards, request models, fulfillment workflows, and approval structures.
• Partner closely with ServiceNow development teams to support workflow planning and design for new and enhanced catalog items.
• Ensure service request workflows are efficient, scalable, and aligned with operational and business needs.
• Govern Knowledge Management processes, including article standards, lifecycle management, review cadence, and retirement.
• Drive cross-functional collaboration to ensure knowledge articles are accurate, actionable, and reusable.
• Promote knowledge reuse, self-service adoption, and shift-left strategies.
• Ensure alignment of Service Request & Knowledge processes across all teams.
• Define, track, and report on Service Request and Knowledge KPIs, including fulfillment performance and knowledge effectiveness.
• Support adoption of AI-enabled capabilities such as virtual agents, intelligent search, and automated fulfillment.
• Identify gaps, risks, and improvement opportunities across people, process, tooling, and content quality.
• Ensure workflows and knowledge content meet audit, risk, and compliance requirements where applicable.

Required Knowledge & Skills

• Expert-level knowledge of ITIL Service Request Management and Knowledge Management.
• Strong understanding of Service Catalog design, request modeling, and fulfillment lifecycle.
• Experience with ServiceNow Service Catalog, Request Fulfillment, and Knowledge modules.
• Ability to collaborate with ServiceNow development teams on workflow planning and requirements definition.
• Strong understanding of knowledge lifecycle management and content governance.
• Awareness of AI-driven ITSM capabilities including knowledge recommendations, and automation.
• Strong organizational and coordination skills in cross-functional environments.
• Excellent English communication skills, both written and verbal as this will be a cross functional role and will work with and across multiple teams
• Demonstrated ability to balance governance with usability and adoption.

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• 5+ years of experience in Service Request Management and/or Knowledge Management
• 5+ years of experience working with ITIL-based IT Service Management processes.
• 5+ years of experience working with the ServiceNow platform in an enterprise environment.
• ITIL v3 or ITIL 4 certification required.

Preferred Qualifications & Skills

• ServiceNow certification(s) related to Service Catalog, Knowledge, or ITSM.
• Experience supporting enterprise self-service portals and large Service Catalogs.
• Experience using SharePoint or similar platforms for documentation and content governance.
• Exposure to AI-driven ITSM initiatives or virtual agent implementations.
• Experience driving continuous improvement initiatives focused on user experience.