Royal BAM Group

Request Fulfillment Analyst

Royal BAM Group

contract

Posted on:

Location Type: Hybrid

Location: United Kingdom

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Tech Stack

ITSMServiceNow

About the role

  • Provide a friendly, fast and efficient service in the fulfilment of IT requests
  • Build and maintain relationships with other teams within the support organisation
  • Maintain high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements
  • Achieve high levels of accuracy in updating request details on ITSM tooling (ServiceNow) in accordance with team processes and procedures
  • Adhere to escalation procedures, promptly allocating unresolved calls as appropriate
  • Proactively highlight gaps in processes, knowledge and tools to the team lead
  • Provide high levels of customer service, ensuring customer satisfaction rates are maintained

Requirements

  • Experience handling IT service requests within SLAs
  • Understanding of IT service management (ITIL knowledge is a plus)
  • Experience of using ITSM tooling, especially ServiceNow
  • Proactive in identifying inefficiencies and suggesting improvements
  • Ability to analyse data and trends to support service enhancements
  • Proven track record in delivering a 'Best in Class' IT customer support environment
Benefits
  • Competitive salary
  • A wide range of family-friendly policies
  • Company car/car allowance/travel allowance
  • 8 % matched pension contributions
  • Private healthcare
  • Life assurance
  • 26 days holiday
  • 2 wellbeing days
  • 1 volunteering day
  • Personal and professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT service managementdata analysiscustomer support
Soft skills
customer servicerelationship buildingproactive problem solvingteam productivityaccuracy
Certifications
ITIL