ITIL-Driven Service Request & Catalogue Specialist

Accenture Australia; Ballarat; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

18 weeks paid parental leave

Career development program

Flexible work arrangements

Local and international career options

Job summary

Accenture Australia is seeking a Service Request Analyst in Ballarat to lead ITIL-aligned service requests and catalogue management. You will audit items, drive CSI, and optimize the service catalogue to improve usability and reduce complexity.

You will collaborate with service owners and technical teams, define models and workflows, and develop dashboards to monitor trends and performance. A focus on clear communication to non-technical stakeholders is essential.

Qualifications

• Proven experience in Service Request and Catalogue Management.
• Strong understanding of ITIL processes with practical application.
• ITIL 4 Foundations certification or equivalent ITSCM experience preferred.
• Familiarity with ITSM tools, especially ServiceNow.
• Experience in large-scale enterprise or government settings.
• Ability to translate complex technical information for non-technical stakeholders.

Responsibilities

• Management of Service Request & Catalogue practices aligned with ITIL frameworks.
• Conduct audits of service requests and catalogue items for accuracy and compliance.
• Drive Continuous Service Improvement initiatives for service requests and catalogue offerings.
• Simplify and optimize the service catalogue for usability.
• Collaborate with service owners and technical teams to define request models and workflows.
• Develop and maintain dashboards to monitor volumes, metrics, and trends.
• Establish onboarding programs for new services and teams engaging with the catalogue.
• Translate technical details into clear, actionable information for non-technical audiences.

Skills

Service Request Management

ITIL processes

Stakeholder communication

CSI initiatives

Audits and compliance

Tools

ServiceNow

ITSM tools

Job description

Accenture Australia is seeking a Service Request Analyst in Ballarat to lead ITIL-aligned service requests and catalogue management. You will audit items, drive CSI, and optimize the service catalogue to improve usability and reduce complexity.

You will collaborate with service owners and technical teams, define models and workflows, and develop dashboards to monitor trends and performance. A focus on clear communication to non-technical stakeholders is essential.