ITSM Analyst (Service Request Management)

About the role

The Associate ITSM Analyst for Service Request Management will serve as a subject matter expert (SME) for IT service and access request processing, including the evaluation of requests and coordination for the fulfillment of such requests. The role will also assist in supporting the end-to-end lifecycle management of IT service catalog items, ensuring they are effectively designed, deployed, maintained, and retired.

Key responsibilities

• Administer and support end-user IT service requests and service catalog fulfillment processes, ensuring adherence of task fulfillment and catalog workflows to the End-User ICT guidelines
• Assist in conducting quality audits of IT service operations, analyzing performance trends, identifying areas of inefficiency, and opportunities for process improvements and implementing corrective actions
• Maintain a complete and updated documentation of the end-to-end end user IT services processes and guidelines, for internal and for clients' use
• Contribute or participate in initiatives to enhance Service Request, Catalog, and IT Asset Management processes, ensuring they evolve with changing business needs
• Develop and present regular reports on service operations, covering request fulfillment and service catalog management, and provide management with insights on performance, operational bottlenecks, pain points, and recommended corrective actions
• Assist in the end-to-end management of the service catalog, ensuring that entries are accurate, up-to-date, and accessible
• Participate in requirements gathering, development, and testing activities for new workflows and system enhancements of the IT Service Management platform (i.e., Service Now) prior to production rollout
• Produce and disseminate communication materials to promote awareness of available IT services

About you

• Bachelor's degree in IT, Engineering, Business Management, or a related field
• Minimum of 8 years of experience in IT Service Management, with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management
• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow
• Strong communication and presentation abilities, capable of conveying complex information to diverse audiences
• Excellent stakeholder management skills, fostering collaboration across cross-functional teams
• Proven track record of driving process innovation and continuous improvement
• Highly organized with strong prioritization skills, ensuring timely and high-quality delivery under pressure
• Strategic thinker with the ability to anticipate and plan for future end-user IT needs
• Team-oriented with a proactive and collaborative approach to problem-solving