October 2, 2024

Amach

Timișoara

Request Management Specialist

About us:
Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, Dev Ops, automation, data and machine learning…

Our customer is looking for a Request Management Specialist to oversee the performance and governance of support teams and suppliers managing service requests within their service management framework. The successful candidate will ensure that requests are processed efficiently and effectively, in line with defined service levels, governance policies, and industry best practices.
This role plays a key part in managing request management processes and aligning them with ITIL standards. As part of the broader Service Management team (including Service Introduction, Change, Incident, and Problem Management), the role contributes to improving the overall efficiency and effectiveness of IT service delivery.
Main Responsibilities:

Develop and implement policies, procedures, and standards for request management.
Ensure compliance with ITIL best practices and industry standards.
Monitor and assess the effectiveness of request management processes.
Conduct regular audits and reviews to identify areas for improvement.
Oversee the performance and development of internal and external support teams, including suppliers.
Monitor team performance against SLAs and KPIs.
Collaborate with the Vendor Management team to address performance issues.
Work with incident management teams to ensure smooth transitions for requests escalating into incidents.
Establish processes to identify recurring requests that may indicate underlying problems.
Promote the creation and maintenance of a comprehensive knowledge base for request resolution.
Ensure support teams have access to the necessary knowledge and resources.
Encourage collaboration and knowledge-sharing among teams.
Work with cross-functional teams to identify areas for improvement in request management processes.
Identify opportunities for process improvement and automation.
Implement changes to enhance request management efficiency and effectiveness.
Measure the impact of improvements and adjust strategies as needed.
Generate regular reports on request management performance.
Analyse data to identify trends, patterns, and areas for improvement.
Provide insights to stakeholders on the effectiveness of request management.

Required Qualifications, Competencies, and Experience

Experience working with support teams and suppliers, either onshore or offshore.
Professional IT qualification or 3+ years' experience in an IT support and administration role.
Proven ability to develop and implement process improvements.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Experience with IT service management tools such as Service Now.
3+ years of experience developing and implementing team-building strategies.
Strong understanding of IT systems, services, and applications.
Solid knowledge of ITIL principles and best practices, particularly in request management, with 3+ years of experience.
Familiarity with platforms such as Service Now, Share Point, JIRA, Confluence, and the ability to quickly learn new tools.

What's in it for you:

An opportunity to join a fast-growing company
Options for career advancement
Learning and development opportunities
Flexible working environment
Competitive rates based on experience

Not for you?
Check out all of our open positions in our careers page and follow us on Linked In for future opportunities.
P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.
Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:

Used lawfully, fairly and in a transparent way
Collected only for valid purposes and not used in any way that is incompatible with those purposes
Relevant to the purposes we have told you about and limited only to those purposes
Accurate and kept up to date
Kept only as long as necessary for the purposes we have told you about
Kept securely

If you would like to contact us about your data, please use the following address: info@amach.com