Global GCC in Liner shipping company & logistics in Chennai
IT Service Request Catalog & the endtoend request Fulfillment process.

Job Description

Process IT service requests accurately and within specified timelines.
Collaborate with internal teams to ensure smooth and efficient service delivery.
Maintain detailed records of service requests and their resolution status.
Escalate complex issues to the appropriate technical teams when necessary.
Monitor service request trends to identify areas for process improvement.
Provide timely updates to stakeholders on the status of their requests.
Ensure compliance with company policies and IT service standards.
Assist in the documentation of processes and best practices for request fulfillment.

Key Responsibilities

. Manage IT Service Request Catalog: Create, maintain, and optimize catalog items with clear SLAs and user-friendly descriptions.

. Service Request Management: Manage complete lifecycle of IT service requests, ensuring SLA compliance and quality standards

. Streamline Request Fulfillment: Standardize Request Fulfillment workflows, ensuring ITIL alignment and efficient delivery.

. Drive Automation: Identify and implement (in collaboration with other teams or providers) self-service and auto-fulfillment solutions.

. Performance Monitoring: Track fulfillment metrics, customer satisfaction, and resolution rates

. Collaborate with Stakeholders: Act as the point of contact for IT Service Management process owners, Service owners and business units manage communications and feedback.

The Successful Applicant

A successful IT Service Request Fulfillment Analyst should have:

A degree in Information Technology, Computer Science, or a related field.
Strong knowledge of IT service management practices and tools.
Excellent problem-solving and analytical skills.
Ability to work collaboratively in a team-oriented environment.
Strong communication skills to interact effectively with stakeholders.
Attention to detail and commitment to high-quality service delivery.
Bachelor's degree in IT, Computer Science, or related field
5+ years IT Service Management experience
3+ years IT Service Request Fulfillment experience
Scripting or low-code experience (PowerShell, Power Apps) to prototype automations
ITIL Foundation certification
Experience with ITSM tools (ServiceNow, Jira Service Desk)
Strong communication and analytical skills

What's on Offer

Opportunity to work with a mid-sized organization in the Technology industry
Collaborative and professional work environment in Chennai.
Exposure to cutting-edge IT services and practices.
Potential for personal and professional growth.

If you are ready to take the next step in your career as an IT Service Request Fulfillment Analyst, apply now to be part of a forward-thinking team in the thriving technology industry in Chennai.