Senior Service Request Analyst - ITIL & Catalogue Lead

Accenture Australia; Canberra; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

18 weeks paid parental leave

Flexible Work Arrangements

Structured career development program

Local and international career options

Family Inclusive Workplace

Job summary

Accenture Australia is seeking a Service Request Analyst to champion our Service Request and Catalogue practices in Canberra. You will align with ITIL standards, audit requests for accuracy, and lead CSI initiatives to streamline the catalogue.

You will collaborate with service owners and technical teams, develop clear demand models, and create dashboards to monitor trends and performance. Strong communication to non-technical stakeholders is essential.

Qualifications

• Proven experience in Service Request and Catalogue Management.
• Strong understanding of ITIL processes with practical application.
• Ability to translate complex technical information for non-technical audiences.

Responsibilities

• Management of Service Request & Catalogue practices, ensuring ITIL alignment.
• 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 to improve usability and reduce complexity.
• Collaborate with service owners and technical teams to define request models, approvals and fulfilment workflows.
• Develop and maintain dashboards and reports to monitor volumes and performance metrics.
• Establish onboarding programs and provide guidance for new services and teams.

Skills

Service Request Mgmt

ITIL knowledge

Auditing

Stakeholder communication

Education

ITIL Foundations cert

Tools

ServiceNow

Job description

Accenture Australia is seeking a Service Request Analyst to champion our Service Request and Catalogue practices in Canberra. You will align with ITIL standards, audit requests for accuracy, and lead CSI initiatives to streamline the catalogue.

You will collaborate with service owners and technical teams, develop clear demand models, and create dashboards to monitor trends and performance. Strong communication to non-technical stakeholders is essential.