IT Service Request Fulfillment Analyst

• 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.