Request Manager

Worldpay
parental leave
United States, Ohio, Cincinnati
Sep 09, 2024
Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. Are you ready to make your mark? Then you sound like a Worldpayer. 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'll own We are seeking a detail oriented and experienced ITIL Request Manager 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 Worldpay perks - what we'll bring for you We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. What makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can't wait to hear from you. To find out more about working with us, find us on LinkedIn. #LI-AP1 Privacy Statement Worldpay 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 Worldpay protects personal information online, please see the Online Privacy Notice. EEOC Statement Worldpay 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 Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay 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. #pridepass