Service Request Management & Process Analyst

Job Description:

At DXC we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing analytics and engineering applications security cloud IT outsourcing and modern workplace.

People in Corporate Functions make DXC a well-run and high-functioning organization. Service Request Management is a prime example it ensures that every team contributes to DXCs success by delivering world-class service through standardized repeatable processes. Whether its business process outsourcing analytics and engineering applications security cloud IT outsourcing or modern workplace services SRM provides the operational backbone that turns customer demand into delivered outcomes.

DXC is looking for a Sr Analyst I Sales Enablement to join our Commercial Enablement SRM team. The Process and Metrics Analyst for Non-Standard Service Request (NSSR) processing and Service Request Management tooling within DXCs global delivery ecosystem is a role that sits at the intersection of process ownership technical platform expertise (Aries/Aldea ServiceNow Catalogue DXC Customer Portal) and data-driven decision-making ensuring operational efficiency compliance and revenue enablement across multi-account environments.

You will own the end-to-end service request lifecycle drive catalogue standardization and leverage reporting and automation frameworks to continuously improve how DXC fulfills customer demand.

What Youll Do:

• Own and document all NSSR SSR and Pursuit processes end-to-end managing the Service Request lifecycle from intake through fulfilment

• Serve as the technical authority on Aries/Aldea (CPQ SFDC integration API automation) and ServiceNow Catalogue structure and maintenance

• Leverage AI tools and techniques to enhance service request automation operational efficiency and decision-making

• Develop and maintain integrations and automations to optimize service request workflows data syncs and platform connectivity

• Build and maintain operational reporting dashboards in Power BI translating service request data into actionable insights for leadership and account teams

• Generate and analyze operational data to drive process improvement compliance and performance benchmarking

• Perform global SRM audits drive standardization and support DXC Customer Portal Deployment

• Deliver training troubleshoot platform issues and act as the escalation point for service request and catalogue matters

Who You Are:

Experience & Qualifications:

Required

• 3 years of experience in Service Request Management ITSM or IT service delivery operations

• Deep working knowledge of Service Request Management tools and SalesForce (Catalogue module request workflows platform configuration)

• Experience with CPQ tooling SFDC integrations and API-driven automation

• Proficiency in Power BI or equivalent reporting/analytics tools

• Proven ability to define document and improve end-to-end processes

• Strong analytical skills with the ability to translate data into actionable insights

• Experience deploying or managing customer-facing portals or service ordering platforms

• Familiarity with AI tools and their application to workflow automation and operational efficiency

Preferred

• ITIL certification or equivalent ITSM framework knowledge

• Lean Six Sigma (Green Belt or higher)

• Experience with Aries/Aldea platforms or similar service request automation tooling

• Experience supporting a Global SRM Capability and a multi-account environment

• Agile/Scrum certification or demonstrated experience working in iterative development environments

Soft Skills & Cultural Fit

• Proactive and organized manages daily operations efficiently while identifying improvement opportunities

• Quick learner able to rapidly acquire new platform knowledge and adapt to evolving technologies

• Detail-oriented thorough in troubleshooting documentation and operational processes

• Single-point-of-expertise mindset owns the domain fully and operates independently across technical and process domains

• Strong stakeholder communication and escalation management

• Fluent in English (mandatory)

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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