Service request Snr Analyst
Salary: AUD 130000 per annum
Service Request Senior Analyst- Location: Sydney, Melbourne, Canberra
- Security clearance Required: Baseline/ NV1
- Hybrid working Arrangement
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
- Simplify and optimize the service catalogue to improve usability and reduce complexity.
- 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.
- 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.
Proven experience in Service Request and Catalogue Management.
Familiarity with ITSM tools, especially ServiceNow.
Experience working in large-scale enterprise or government settings.
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.
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.
How To Apply:
If you understand and meet the above requirements please click APPLY or please contact Shilpa – [email protected] or call 0482 072 637 for further information.
About Green Light Worldwide
We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs.
At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We encourage applications from all backgrounds and communities and are dedicated to providing a fair and accessible recruitment process for all candidates. If you require any accommodations during the process, please contact [email protected] or call +61 9247 3799.