Join our Technology Strategy & Transformation team as an Analyst in Bengaluru. You will play a crucial role in enhancing enterprise technology, driving functional excellence, and enabling innovation. This position offers a unique opportunity to impact long-term growth within a dynamic environment.

Take ownership of the end-to-end Service Request Management process, ensuring efficient logging, categorization, prioritization, and fulfillment within Service Level Agreements (SLAs). Collaborate with various teams to maintain a comprehensive service request catalog and optimize fulfillment workflows. Design and document request models, approval processes, and fulfillment procedures. Ensure transparent communication regarding request status, SLAs, and completion times. Monitor request volumes, backlogs, and SLA compliance, proactively addressing any process bottlenecks. Identify opportunities to implement automation and self-service solutions. Work closely with Incident, Change, and Knowledge Management to ensure consistent service delivery. Drive continuous service improvement by analyzing performance data and proposing optimizations. Develop and maintain process documentation, KPIs, and dashboards. Provide training and support to fulfillment teams on process adherence and tool usage.

This role requires 0-2 years of experience in IT Service Management, with a focus on managing Service Catalogs and request fulfillment in large IT environments. Prior involvement in process improvement initiatives or ITSM tool configuration is preferred. Experience in global delivery or managed service settings is advantageous. A Bachelor’s degree in Computer Science, Information Technology, or a related field is required. Exposure to delivery governance, vendor management, and client-facing engagements is highly desirable. The base location for this position is Bangalore.