Request Fulfilment Analyst

Royal BAM Group

. Process and fulfil IT service requests in accordance with agreed SLAs, policies and procedures .

Posted 10/8/2026contractKill • IrelandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service request management, ensuring compliance with SLAs and effective communication with stakeholders. Proficient in asset management and documentation, with a strong focus on customer service and process optimization.

Highest-signal resume keywords

IT Service Management (ITSM)ServiceNowService Level Agreements (SLAs)Customer ServiceIT Asset Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 11Microsoft 365IT Asset ManagementAsset Lifecycle ProcessesReporting and AnalysisMobile DevicesLaptop HardwareDesktop HardwarePrintersNetworking

Soft Skills

CommunicationStakeholder ManagementOrganizational SkillsTime ManagementAttention to Detail

Tools & Technologies

ServiceNow

Industry Keywords

Construction Site IT (CSIT)Procurement ProcessesService CoordinationProcess ImprovementCompliance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Process and fulfil IT service requests in accordance with agreed SLAs, policies and procedures
Ensure requests, changes, assets and related activities are accurately recorded and maintained within ServiceNow
Take ownership of assigned requests through to completion, providing proactive updates and managing customer expectations
Support employee onboarding, internal transfers and offboarding through provisioning and recovery of IT equipment and software
Maintain accurate records of IT and Construction Site IT assets, including allocation, location, lifecycle and Configuration Item information
Support project mobilisation and demobilisation through deployment, recovery and tracking of IT equipment and services
Coordinate with internal IT teams, business stakeholders and third-party suppliers
Assist with equipment ordering, allocation, replacements, disposals and related administrative processes
Produce and maintain documentation, knowledge articles, reports and operational records
Escalate risks, issues and service delays
Identify process improvement opportunities and contribute to service optimisation
Ensure compliance with BAM policies, security standards and audit requirements
Support Request Fulfilment and CSIT teams with administrative, reporting and service coordination activities

Requirements

What you’ll need

Experience within an IT support, service desk or request fulfilment environment
Experience working to Service Level Agreements (SLAs)
Experience using IT Service Management (ITSM) tools, preferably ServiceNow
Strong customer service, communication and stakeholder management skills
Excellent organisational, administrative and time management skills
Ability to manage competing priorities and work accurately under pressure
Strong attention to detail
Experience producing reports and analysing service-related information
Good working knowledge of Windows 11, Microsoft 365, mobile devices, laptop and desktop hardware, and printers
Desirable: Experience of IT asset management and asset lifecycle processes
Desirable: Experience supporting remote, field-based or site-based users
Desirable: Exposure to Construction Site IT (CSIT) environments
Desirable: Experience working with suppliers, procurement processes or service coordination activities
Desirable: Basic understanding of networking, Wi-Fi and mobile connectivity

Benefits

Comp & perks

8% pension contribution
Private Health Insurance
Dental Plan
26 days annual leave, incremental with years service
2 Wellbeing days annually
Paid maternity & paternity leave
Learning & Development opportunities - internal progression is encouraged and fostered
Company vehicles (role dependent)
Strong competitive salaries
Other great perks