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Job Description

Are you ready to unleash your full potential? We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.

About the team

Our IT Service Management team is seeking a dynamic and motivated individual to join us. As a member of our ITSM team, you will be responsible for managing and improving the delivery of IT services to our users. You will work closely with multiple teams throughout the organisation to ensure the services within the catalog are fit for purpose, simple to use, operate efficiently and effectively.

What you will be doing

We are seeking a detail oriented and experienced Request Fulfilment Analyst to join our team within the ITSM function. In this role, you will be responsible for managing and fulfilling service requests in line with ITIL best practice, ensuring the timely and efficient delivery of services to our customers. This individual will play a key role in ensuring that our IT services are delivered effectively to meet the needs of our customers and stakeholders.

• Ensure requests are fulfilled in a timely manner, assigned to the correct team, and completed at the first time of asking

• Analyze and understand the scope and requirements of each service request

• Coordinate with various teams and departments to fulfill service requests in a timely manner

• Track and monitor the progress of service requests, ensuring they are completed within agreed-upon timelines

• Ensure customers are receiving appropriate level of updates on the status of their service requests

• Work closely with service owners and stakeholders to ensure that services are aligned with business requirements

• Implement request fulfillment management processes in accordance with ITIL guidelines

• Continuously review and improve how requests are fulfilled to enhance customer satisfaction and support business goals

• Provide guidance and support to internal teams on ITIL Request Fulfillment management best practices

• Utilise the ServiceNow platform to design and automate request management workflows, ensuring efficient and timely request fulfilment

• Provide training and support to employees

• Continuously look for ways to improve and streamline the Request Fulfillment process

What you bring

• Strong understanding of ITIL principles and best practices

• Excellent communication, listening and interpersonal skills to build relationships and gain support for the ITSM processes

• Ability to work effectively in a fast-paced, dynamic environment

• Ability to work independently and prioritise tasks effectively to meet deadlines

• Strong analytical, problem-solving skills and attention to detail

• Proficiency in the ServiceNow platform and experience in designing and implementing workflows

Added bonus if you have

• Certification in ITIL v3/4

• Certification in ServiceNow

What we offer you

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities

• The chance to work on some of the most challenging, relevant issues in the payment industry

• Time to support charities and give back in your community

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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