Service Request Practitioner ITSM

2 weeks ago

Canberra, ACT, Australia Capgemini Australia Pty Ltd Full time

Company description:

CAPGEMINI SERVICE SAS

Job description:

Your Role

The Service Request Practitioner is accountable for the delivery of the Service Request Management Process within the engagement and will be responsible for:

  • Providing statistical information to support the Service Level Agreement per contractual requirements
  • Monitoring Service Request that are reassigned multiple times to ensure ownership of the request is achieved.
  • Identifying improvements to the Service Request Management Process.
  • Facilitating request progression involving multiple Resolver Groups
  • Review Service Request metrics
  • Identify, report and pursue corrective action for bottlenecks
  • Identifying Process reporting requirements and facilitating the production and distribution of those reports
  • Ensuring all IT staff have access to relevant process and procedures.
  • Monitoring the effectiveness of the Service Request process and identifying training and escalation where required.

Your Profile

  • Extensive incident management experience with demonstrated experience managing the development and successful implementation of ITIL Service Request management processes within large and complex IT environments.
  • A strong service management attitude, with commitment to quality standards and continuous improvement
  • Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management
  • 12+ months experience in a similar role.
  • Ideally, a minimum of ITIL v4 Foundation certificate
  • Presentations skills: able to articulate technical and business value/outcomes to varying audiences.
  • Strong written and verbal communication skills and confidence in a client facing role. Ability to build relationships and trust, conduct formal meetings and provide concise reporting.
  • Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Service Request Management process. Ability to provide training and guidance to resolution teams.

What you'll love about working here

  • You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
  • We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
  • At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
  • We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.

Apply today

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