Request Fulfilment

4 days ago

Canberra, ACT, Australia Leidos Full time

Company Description

People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We're proud of our Mission to make the world safer, healthier and more efficient, and every Leidos team member has a valued role to play - to Be the difference.

**Job Description**:
This is an opportunity to execute an effective and efficient Request Fulfilment Process and ensure the Request Fulfilment Process is delivering expected results within defined timeframes, and assist with co-ordination and automation of the IT Ordering Catalogue and underlying procedures

**Duties - What you'll be doing**
- Manage service request queues and ensure all service requests are delivered to meet Contract requirements.
- Assist in coordination and maintenance of catalogue items with the Technical groups in accordance with Contract requirements.
- Maintain visibility and report on status of all Service Requests as required by the Contract.
- Assist in support of maintenance of the Service Request tools, policies, processes, procedures and work instructions.
- Stakeholder communications as required
- Ensure all Service Requests are accurately maintained and are of quality in content
- Monitoring, management and reporting of areas of focus for multi service tower job queues
- Conduct and participate in internal and external audits, assessing case quality and the maturity and effectiveness of the Service Request processes.
- Production of Standard Operating Procedures (SOP's) to assist in day to day running Request Fulfilment activities
- Assist in identifying critical success criteria's and develop KPI's that can adequately measure success in Request Fulfilment
- Identify areas for the Continual Improvement program across relevant process area(s).
- Initiate process non-compliance reviews for multi service tower suppliers.

**Qualifications**:

- ITIL Foundation Certificate desirable
- Ability to work in a team environment as well as autonomously in a professional environment.
- Ability to deal with conflict
- Strong customer service focus with the ability to empathise as well as prioritise
- Proven ability to manage the delivery of quality client service, under limited direction

Additional Information
**_
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._**
- 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._

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