IT Request Support Analyst
About The Position
The Request Support specialist assists in request Fulfillment within Business Relationship Management under the Service Delivery Line of Business, by providing direct support for customer requests related to hardware, software, and assistance to ensure efficient service delivery and stakeholder satisfaction. Using strong coordination and multitasking skills, along with proficiency in tracking and managing service requests, this role handles day-to-day processing to meet deadlines and maintain high service standards. Attention to detail guarantees accurate documentation and fulfillment, while familiarity with ITSM tools and workflows enables seamless integration with automated processes and self-service portals. By working closely with teams and stakeholders, the Request support specialists contributes to enhanced documentation, regular feedback, and performance requirements like updating the Service Catalog and simplifying data consumption for better mission awareness.
Requirements
- Strong coordination and multitasking skills
- Proficiency in tracking and managing service requests
- Attention to detail and ability to meet deadlines
- Familiarity with ITSM tools ServiceNow and workflows
- Minimum 5 years' experience with the role/responsibilities listed above
- Ability to obtain a Public Trust clearance
Nice To Haves
- Bachelor's degree
Responsibilities
- Process and track customer requests for hardware, software, and IT assistance.
- Ensure timely and accurate fulfillment of requests in compliance with service standards.
- Utilize ServiceNow to manage workflows and maintain accurate records.
- Collaborate with IT teams and stakeholders to resolve issues and improve request handling.
- Maintain documentation and provide updates to support mission awareness and continuous improvement.
- Assist in updating the Service Catalog and simplifying data for stakeholder reporting.
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
- additional voluntary or legally-required benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
