Request Fulfilment Analyst

About BAM

Building a sustainable tomorrow. That’s our mission and our promise at BAM. It’s how we engineer vital infrastructure and construct high-quality buildings as one of the largest construction companies in Europe.

We strive to create an environment where everybody feels welcome and valued. We’re on an exciting journey to employ the best talent to join us regardless of social background, race, colour, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics.

About the role

The Request Fulfilment Analyst is responsible for delivering a high-quality, customer-focused IT service through the efficient fulfilment of technology service requests, administration of user equipment, and support of asset lifecycle activities. The role also provides administrative and coordination support for Construction Site IT (CSIT) services, ensuring requests, assets and project activities are managed effectively and in line with agreed processes and service levels.

What’s in it for you?

We are committed to our employees and offer strong competitive salaries along with great benefits.

• 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).
• .....and many more great perks.

Making Possible

• 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 throughout.
• Support employee onboarding, internal transfers and offboarding through the 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 (CI) information.
• Support project mobilisation and demobilisation activities through the deployment, recovery and tracking of IT equipment and services.
• Coordinate activities with internal IT teams, business stakeholders and third-party suppliers to ensure timely delivery of requests and services.
• 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 in line with documented procedures.
• Identify opportunities for process improvement and contribute to service optimisation initiatives.
• Ensure all activities comply with BAM policies, security standards and audit requirements.
• Support the Request Fulfilment and CSIT teams with administrative, reporting and service coordination activities as required.

What do you bring to the role?

Essential

• 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.
• Experience supporting remote, field-based or site-based users.
• Exposure to Construction Site IT (CSIT) environments.
• Experience working with suppliers, procurement processes or service coordination activities.
• Basic understanding of networking, Wi‑Fi and mobile connectivity.

The application process

AM is committed to ensuring a fully inclusive recruitment and onboarding process, so if at any time you feel we need to do something to make it more accessible to you, do not hesitate to let us know.

Click the link to apply and Join us in making possible

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*Please note, CV's will not be accepted directly by email.