Request Fulfilment Coordinator Service Catalogue

Company Description
**Company Description - About Leidos**

We’re a large scale complex systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 32,000 people global network, we’re growing fast.

The first thing you learn at Leidos Australia is to leave current thinking at the door. Our aim is to make the world a safer, healthier and more efficient place, but we won’t get far using existing ideas. We need incisive minds like yours to weave together information technology, engineering and science skills into practical solutions for the most complex and high risk challenges.

At Leidos, we’ve built our business on the ability to redefine possible and the same applies to your career. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility. We look forward to welcoming you.

**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.

**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.

**Qualifications**:
About You and What You'll Bring
- Manage service request queues and ensure all service requests are delivered to meet Contract requirements and Service Levels
- Demonstrated experience in effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
- Demonstrated experience in direct communications with customers related to receipt, clarification and reporting of status on requests
- Demonstrated experience in developing and maintaining relationships with both the team and the customer
- Ability to work flexible schedules
- Demonstrated experience in tracking, collecting and reporting of metrics
- Experience working with Federal Government departments or agencies (desirable)
- ITIL Foundation Certificate (desirable)

And of course, you need the usual:

- Good presentation, engagement, and communication skills (written & verbal)
- Customer focused, demonstrating empathy with others, good listening and questioning skills
- Strong planning and organisational skills
- Solid technical, logical & problem solving skills
- Solid documentation skills
- Ability to coordinate resources
- Detail-oriented and accurate
- Ability to work well with others, contribute to team values and rapport-building across the organisation

Additional Information
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This role does require the succe