Service Request Consultant

Accenture; Ballarat; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Parental leave (18 weeks)

Flexible work arrangements

Career development program

Global career opportunities

Family Inclusive Workplace

Job summary

Accenture in Australia is seeking a Service Request Analyst to champion Service Request & Catalogue practices. You will ensure ITIL-aligned processes, conduct audits, and lead initiatives to streamline the service catalogue while collaborating with service owners and technical teams.

The role includes developing dashboards, onboarding new services, and translating technical details for non-technical stakeholders.

Qualifications

• Proven experience in Service Request and Catalogue Management.
• Strong ITIL processes understanding.
• ITIL 4 Foundations certification or ITSCM experience preferred.
• Familiarity with ServiceNow.
• Experience in large-scale enterprise or government settings.
• Ability to translate technical information for non-technical audiences.
• Australian citizenship with active security clearance.

Responsibilities

• Manage Service Request & Catalogue practices per ITIL.
• Audit service requests and catalogue items for accuracy and compliance.
• Drive CSI initiatives for requests and catalogue offerings.
• Simplify and optimize the service catalogue for usability.
• Collaborate with service owners to define request models and workflows.
• Develop dashboards to monitor volumes and trends.
• Onboard new services and teams engaging with the catalogue.
• Translate technical details into clear language for stakeholders.

Skills

ITIL knowledge

Audit & compliance

Process improvement

Communication

Education

ITIL 4 Foundations

Tools

ServiceNow

Job description

Job Description

Are you passionate about driving service excellence and continuous improvement? We are seeking a skilled and motivated Service Request Analyst to champion our Service Request & Catalogue practices. In this pivotal role, you will ensure alignment with ITIL standards, conduct regular audits for accuracy and compliance, and lead initiatives to streamline and enhance our service catalogue.

Role Responsibilities

Management of Service Request & Catalogue practices, ensuring best-in-class alignment with ITIL frameworks.

Conduct audits of service requests and catalogue items to maintain accuracy, relevance, and compliance.

Drive Continuous Service Improvement (CSI) 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, approval processes, and fulfilment workflows.

Develop and maintain dashboards and reports to monitor request volumes, performance metrics, and emerging trends.

Establish onboarding programs and provide guidance for new services and teams engaging with the catalogue.

Translate technical and process details into clear, actionable information for non-technical stakeholders.

What is Required:

Proven experience in Service Request and Catalogue Management.

Strong understanding of ITIL processes, with practical application in real-world environments.

ITIL 4 Foundations certification or equivalent practical IT Service Continuity Management (ITSCM) experience preferred.

Familiarity with ITSM tools, especially ServiceNow.

Experience working in large-scale enterprise or government settings.

Ability to translate complex technical information into clear, practical language for non-technical audiences.

Additional Requirements:

Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance.

This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.

On-call and Shift Expectations: Our positions are primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients' IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support. Additionally, you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction

We are a WORK180 Endorsed Employer, to see our benefits and policies click here.

Accenture Progressive Employee Benefits -To view our Progressive Employee Benefits covering Health, Wellbeing, Progressive Leave Options, Sustainability click on the link below.

Progressive Employee Benefits – Australia

Benefits of working at Accenture:

18 weeks paid parental leave

Long & short-term career break opportunities

Structured career development program

Local and international career opportunities.

Certified as a Family Inclusive Workplace™

Flexible Work Arrangements - centred around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

Additional Information

Equal Employment Opportunity Statement for Australia and New Zealand

At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to [e-mail] or contact us at [phone] (Australia) or [phone] (New Zealand).

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About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.