Service Request Senior Analyst

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

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.

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

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 WorkplaceTM
• 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!