Request Fulfilment Coordinator Service Catalogue

1 week ago

Canberra, ACT, Australia Leidos Full time
Company Description

Company Description - About Leidos


At Leidos you'll enjoy 12 weeks' paid parental leave as a primary carer, competitive remuneration, flexible work practices, discounted health insurance, novated leasing and more.

You have the option for an additional 12 Days leave when you enrol into the Life Days Program. Foster your career through complete access to mentoring and learning and development opportunities. Be part of a business with strong professional development with a track record of internal promotion and career transitions. Join one of our many advocacy groups and participate in a paid volunteer day. Be part of the difference.

Job Description:

The Opportunity


We are seeking a Service Request Coordinator with the passion to bring an enduring positive impression into our operations and refine how processes and policies define our enablement culture.

This is a great opportunity to join our team, don't work in an internal IT Department, make the move to a prime systems integrator for defence, where there are consistent opportunities to develop and scope to work on really interesting things.


Duties
Under the general direction of the Service Operations Manager, you will be tasked to:

  • Receive, receipt, triage and assign all Service Requests and tasks for the Service Delivery Team
  • Coordinate with internal and external stakeholders to manage Service Requests, including approvals and prioritisation
  • Coordinate and track the completion of all Service Request tasks to meet agreed completion timeframes
  • Record, maintain, manage and report on Service Request metrics to enable reporting on Service Delivery Team Key Performance Indicators, Operational Performance Measures and other metrics
  • Provide recommendations on Service Request improvements and efficiencies
  • Support the Catalogue Management process via trend analyses on usage and workflows
  • Collaborate with the clients Community of Practice to support improved processes
  • Assist in identifying critical success criteria's and develop KPI's that can adequately measure success in Service Request Management
  • Production of Standard Operating Procedures (SOP's) to assist in day to day running Service Request activity
  • Assist in the development of Knowledge Articles to support the Service Request process and assist users to self help
  • Other Service Delivery Team related duties as required

Qualifications:

Attributes - About you


You are methodical and you demonstrate an exceptional attention to detail in your approach to solving problems and delivering work products.

You will always do the right thing, not necessarily the easy thing. You take accountability for outcomes, and you are generous in your actions and outputs.

You tackle problems with independent and critical thought and you never stop caring about the work products you manage.


You work well in an environment where you can be proactive and pick up and work on whatever tasks need to be completed to fulfil the goals of the team and the projects to which you are assigned.


You are self-directed and don't tend to wait for management direction if you can see what needs to be done.

You take end-to-end ownership of an outcome and collaborate with everyone who needs to be involved in creating that outcome.

Additional Information
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This role does require the successful applicant to be an Australian Citizen and hold or be able to attain a Defence NV-1 security clearance.

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