Are you passionate about driving service excellence and continuous improvement? 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
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.
Simplify and optimize the service catalogue to improve usability and reduce complexity.
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 current services and teams engaging with the catalogue.
Translate technical and process details into clear, actionable information for non-technical stakeholders.

What is Required
Proven experience in Service Request and Catalogue Management.
Solid 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.
Familiarity with ITSM tools, especially ServiceNow.
Experience working in large-scale enterprise or government settings.
Ability to translate complex technical information into explicit, practical language for non-technical audiences.

📌 Service Request Senior Analyst Canberra (Australia)
🏢 Accenture
📍 Australia