Service Request Management Analyst

2 semanas atrás


Brasil Keep Simple Tempo inteiro
Job Title: Service Request Management Analyst

We are seeking a highly organized and detail-oriented Service Request Management Analyst to join our team. As a Service Request Management Analyst, you will be responsible for managing and coordinating service requests from internal customers, technical teams, and vendors.

Key Responsibilities:
  • Monitor and manage open service requests to ensure timely and efficient resolution.
  • Coordinate with internal customers, technical teams, and vendors to bridge the gap between request submissions and service delivery.
  • Provide request coordination duties such as assigning tickets, reassigning tickets, and helping technicians prioritize and balance out ticket volumes in their assignment queues.
  • Log and communicate improvement opportunities to management for consideration.
  • Assist in managing, creating, modifying, and retiring knowledge articles for service requests.
  • Work with reporting as needed to review and align on service request KPIs.
  • Collaborate with the service request team in weekly team meetings.
  • Manage and maintain documentation where needed.
  • Assist with onboarding training for service request as needed.
  • Actively engage with stakeholders to ensure service request best practices are understood and being adhered to by all involved.
Requirements and Qualifications:
  • English: Advanced or fluent.
  • Bachelor's degree in Information Systems or related field or equivalent work experience.
  • ITIL v3 or v4 Foundations preferred.
  • 2+ years of overall service management experience.
  • Exceptional customer service skills are a must.
  • Working knowledge of ITIL and/or ITSM.
  • Strong technical analysis, planning, time management, and organizational skills.
  • Ability to set direction and approach and execute delivery.
  • Must be a team player and foster an environment of relationship building and collaboration in a positive and respectful manner.
  • Ability to influence peers and stakeholders.
  • Strong written and verbal communication skills.
  • Excellent attention to detail.
  • Must be flexible with a strong ability to problem-solve.
  • Must be able to work independently in a fast-paced environment.


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