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About the Role

We are seeking a skilled and motivated Service Request Analyst to champion our Service Request & Catalogue practices. In this pivotal role, you will ensure alignment with ITIL standards, conduct regular audits for accuracy and compliance, and lead initiatives to streamline and enhance our service catalogue.

Responsibilities

• Management of Service Request & Catalogue practices, ensuring best-in-class alignment with ITIL frameworks.
• Conduct audits of service requests and catalogue items to maintain accuracy, relevance, and compliance.
• Drive Continuous Service Improvement (CSI) initiatives for service requests and catalogue offerings.
• Simplify and optimize the service catalogue to improve usability and reduce complexity.
• Collaborate with service owners and technical teams to define request models, approval processes, and fulfilment workflows.
• Develop and maintain dashboards and reports to monitor request volumes, performance metrics, and emerging trends.
• Establish onboarding programs and provide guidance for new services and teams engaging with the catalogue.
• Translate technical and process details into clear, actionable information for non-technical stakeholders.

Requirements

• Proven experience in Service Request and Catalogue Management.
• Strong understanding of ITIL processes, with practical application in real-world environments.
• ITIL 4 Foundations certification or equivalent practical IT Service Continuity Management (ITSCM) experience preferred.
• Familiarity with ITSM tools, especially ServiceNow.
• Experience working in large-scale enterprise or government settings.
• Ability to translate complex technical information into clear, practical language for non-technical audiences.
• Australian Citizens with an active security clearance.
• Flexibility and adaptability to work in shifts and be on call for continuous support and after-hours activities.

Skills

• Service Request Management
• Catalogue Management
• ITIL
• ITSM tools
• ServiceNow
• Communication
• Reporting
• Process Optimization

Location

• Australia

Work Type

• Managed Services
• On-call
• Shift Work

Experience Level

• Mid-level

Education Level

• ITIL 4 Foundations certification or equivalent practical IT Service Continuity Management (ITSCM) experience

Benefits

• 18 weeks paid parental leave
• Long & short-term career break opportunities
• Structured career development program
• Local and international career opportunities
• Certified as a Family Inclusive Workplace™
• Flexible Work Arrangements

About the Company

• Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
• We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
• Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.
• We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
• Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
• We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
• Visit us at www.accenture.com

Equal Opportunity

• At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.
• As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences.
• These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.
• We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle.
• All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination.
• If you require adjustments to the recruitment process or have a preferred communication method, please email exectalent@accenture.com and cite the relevant Job Number, or contact us on +61 2 9005 5000.