Service Request Practitioner ITSM
Join Capgemini as a Service Request Practitioner to support the delivery of the Service Request Management Process within our engagement.
You will play a key role in ensuring services are delivered efficiently and effectively.
Responsibilities
Provide statistical information to support the Service Level Agreement per contractual requirements.
Monitor Service Requests that are reassigned multiple times to ensure ownership of the request is achieved.
Identify improvements to the Service Request Management Process.
Facilitate request progression involving multiple Resolver Groups.
Review Service Request metrics.
Identify, report and pursue corrective action for bottlenecks.
Identify process reporting requirements and facilitate the production and distribution of those reports.
Ensure all IT staff have access to relevant process and procedures.
Monitor the effectiveness of the Service Request process and identify training and escalation where required.
Qualifications
Extensive incident management experience with proven experience managing the development and implementation of ITIL Service Request management processes within large and complex IT environments.
A strong service management attitude, commitment to quality standards and continuous improvement.
Comprehensive understanding of service delivery technologies and their application to IT Service Management.
12+ months experience in a similar role.
Ideally, a minimum of ITIL v4 Foundation certificate.
Presentation skills: ability 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, conduct formal meetings and provide concise reporting.
Sound understanding of the ITIL framework with practical experience operating an ITIL-aligned Service Request Management process; ability to provide training and guidance to resolution teams.
Benefits
Exposure to large-scale transformation projects and deep expertise across industry.
Hybrid working model with flexible arrangements to support a positive work-life balance.
Numerous learning and development opportunities with access to 250,000 courses and external certifications.
Competitive Total Reward package including core and flexible benefits, and a Peer Recognition Portal called 'Celebrate'.
Capgemini is a global business and technology transformation partner, delivering end-to-end services and solutions across a wide range of industries.
Join us and help the world's leading organizations unlock the value of technology to create a more sustainable, inclusive future.
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