Service Request Fulfilment Specialist

1 month ago

Taguig, Philippines Collabera Digital Full time

Summary

The Request Fulfilment Specialist reports to and supports the Service Operations Manager with responsibility for managing records, tracking action items, and providing process-related reports. The Request Fulfilment Specialist works closely with the Service Operations team.

Responsibilities

¨ Develop and maintain an organized and user-friendly catalog of IT services, products, and assets within the ITSM tool.

¨ Collaborate with stakeholders to understand their requirements, translate them into catalog items and create an intuitive user experience.

¨ Design and collaborate with the development team to Implement workflows for catalog item creation, approval processes, fulfillment and ongoing maintenance.

¨ Coordinate with process owners to ensure accurate and up-to-date content in the catalog, including descriptions, configurations and accessibility.

¨ Regularly monitor and analyse catalog performance metrics, create reports, identify areas for continuous improvement and implement strategies to enhance user satisfaction and efficiency.

¨ Serve as a subject matter expert for the catalog, providing guidance, training, and support to end-users and other team members.

¨ Stay up-to-date with industry best practices and trends related to catalog management and service operations, and propose innovative ideas to enhance the ITSM tool.

¨ Participate in testing and deployment activities related to catalog enhancements, patches, and upgrades.

¨ Conduct regular audits and quality checks on the catalog data and workflows to ensure accuracy and compliance with the firms policies and procedures.

¨ Work closely with the Service Operations team and related ITSM modules to assist with tasks carried out by other Service Managers

Additional

¨ Maintain an attitude and behavior in keeping with our Technology Guiding Principles.

¨ Maintain a high level of professional and technical knowledge.

¨ Maintain a professional demeanor at all times.

¨ Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.

¨ Remain flexible with shift hours and lunchtime based upon the needs of the group.

¨ Uphold firm, departmental and team rules and procedures.

¨ Contribute to team effort through communication, cooperation and coordination with other team members.

¨ Regular, predictable attendance is required with the mandatory utilisation of the firm's attendance system (where in use).

¨ Undertake any other reasonable duties as requested by IT management.

Qualifications

¨ 2+ years experience in a similar role.

¨ Team player who is ambitious and motivated.

¨ Excellent interpersonal skills and patience working with others.

¨ Must be able to multitask and work in a fast-paced environment.

¨ Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.

¨ Excellent verbal and written presentation abilities.

¨ Capable of grasping new concepts without prior experience.

¨ College degree or relative work experience.

Technical Experience

¨ ITIL Foundation certification or practical experience of ITIL is desirable with knowledge ITSM Management processes with experience of ServiceNow.

¨ Relevant experience andor ServiceNow qualification is desireable.

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