Are you passionate about driving service excellence and continuous improvement? An established global professional services organisation is seeking a skilled and motivated Service Request Analyst to champion Service Request & Catalogue practices within a secure enterprise environment.

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 the service catalogue.

Key Responsibilities

• Lead and manage Service Request & Catalogue practices aligned to ITIL best practice frameworks.

• Conduct audits of service requests and catalogue items to ensure accuracy, relevance, and compliance.

• Drive Continuous Service Improvement (CSI) initiatives across service request and catalogue offerings.

• Simplify and optimise the service catalogue to enhance usability and reduce complexity.

• Collaborate with service owners and technical teams to define request models, approval workflows, and fulfilment processes.

• Develop dashboards and reporting to monitor request volumes, performance metrics, and emerging trends.

• Establish onboarding guidance for new services and teams engaging with the catalogue.

• Translate technical and process information into clear, actionable guidance for non-technical stakeholders.

About You

• Proven experience in Service Request and Catalogue Management.

• Strong practical understanding of ITIL processes in enterprise environments.

• ITIL 4 Foundation certification (or equivalent hands-on IT Service Continuity Management experience) preferred.

• Experience with ITSM tools, particularly ServiceNow.

• Background in large-scale enterprise or government environments.

• Strong communication skills with the ability to simplify complex technical concepts.

Additional Requirements

Security Clearance:
Due to the secure nature of this role, candidates must be Australian Citizens holding an active Baseline or NV1 security clearance.

On-Call & Shift Expectations:
This role operates within a managed services environment supporting critical applications and infrastructure. Flexibility is essential, as shift work, on-call responsibilities, and occasional after-hours deployments may be required to ensure service continuity and client satisfaction.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Nayana Lahoti on 07 3339 5616 or email: nlahoti@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.