Remote role
Description:
Must Have:
8+ years of hands-on Service Request Management, Request Fulfillment, Service Catalog Management, or closely related service management experience in complex enterprise environments.
ITIL Foundation certification required advanced ITIL certification related to Service Request Management or service management preferred.
Extensive knowledge of Service Request Management practices, including request fulfillment, request models, approvals, routing, escalation, service catalogs, self-service, and automation.
Strong working knowledge of related ITSM processes and their dependencies with Service Request Management.
Strong hands-on experience using ServiceNow for Service Request Management, including request workflows, catalog items, fulfillment activities, reporting, and analysis.
Demonstrated experience improving complex service request and fulfillment processes involving multiple fulfillment teams and service providers.
Experience analyzing request volumes, fulfillment times, backlogs, aging, reassignment, SLA performance, and other operational metrics to identify improvement opportunities.
Ability to identify opportunities to simplify and standardize service offerings, reduce unnecessary manual activities, and increase self-service and automation.
Strong understanding of governance, controls, service performance, and user experience within large enterprise service environments.
Strong leadership and influencing skills with the ability to drive improvements and corrective actions across SI partners and fulfillment organizations.
Strong written and verbal communication and presentation skills with the ability to communicate performance, risks, issues, and recommendations to technical and leadership audiences.
Strong Microsoft Office skills, including Excel, PowerPoint, and Word. Strong partnership and collaboration skills with the ability to work effectively with the SMO Global Process Owner, SIAM Leads, SI partners, fulfillment teams, and leadership.
Experience working in complex multi-provider or SI environments strongly preferred.
Working knowledge of SLAs, CSLs, KPIs, contractual performance measures, and service reporting preferred.
Experience with AI, Microsoft 365 Copilot, Copilot agents, chat-based AI, or other Generative AI technologies supporting self-service, fulfillment, analysis, or automation preferred.
Demonstrated thought leadership with the ability to work independently, identify improvement opportunities, challenge existing practices, and recommend practical solutions.
Bachelors degree in Information Technology, Information Systems, Business, or a related discipline preferred, or equivalent relevant professional experience.
Roles & Responsibilities
Provide Service Request Management expertise and operational oversight across the service request lifecycle.
Work with the SMO Global Process Owner to execute and continuously improve the Service Request Management process.
Review service request and fulfillment performance to identify bottlenecks, aging requests, recurring issues, process gaps, and opportunities for improvement.
Work with SI partners and fulfillment teams to improve request routing, assignment, fulfillment, escalation, and closure activities.
Support the development and improvement of request models, workflows, fulfillment processes, approvals, and automation.
Review service catalog and request offerings to identify opportunities to simplify, standardize, consolidate, automate, or retire inefficient services and workflows.
Analyze request volumes, fulfillment times, backlog, user experience, and other performance indicators to identify trends and opportunities for continual improvement.
Drive appropriate actions and escalations where fulfillment performance, quality, ownership, or compliance does not meet established expectations.
Work with the SIAM team to identify and address SI partner performance issues, recurring concerns, fulfillment gaps, and areas requiring corrective action.
Support SIAM governance of SI partner Service Request Management obligations, including applicable SLAs, CSLs, KPIs, reporting requirements, and contractual commitments.
Partner with related ITSM processes to ensure Service Request Management activities and dependencies are appropriately coordinated. Provide clear Service Request Management reporting, analysis, recommendations, and presentations to the SMO Global Process Owner, SIAM Leads, SI partners, technical teams, and leadership.
Work with the SMO Global Process Owner to identify opportunities to use AI and automation to improve the service request experience, request classification and routing, fulfillment, self-service, reporting, and operational efficiency.
Document business and process requirements and support the development, testing, and adoption of new Service Request Management capabilities.
Ensure Service Request Management activities are executed in accordance with established processes, procedures, controls, and governance requirements.
Skills: Digital : ServiceNow_IT Service Management
Experience Required: 5-7
