Description

Manage end-to-end software request lifecycles, from intake validation to closure, ensuring SLA compliance and backlog health.

Responsibilities

• Validate software requests for completeness, documentation, and eligibility before routing.
• Monitor queue health, aging tickets, and SLAs to identify and resolve operational bottlenecks.
• Lead bi-weekly stakeholder reviews, preparing agendas, status updates, and risk highlights.
• Coordinate inputs across security, procurement, legal, and finance teams to drive decision-ready summaries.
• Track decisions to closure and ensure alignment on priority requests through action item management.

Required Skills

• 5+ years in operations or process-driven environments with a focus on IT service delivery.
• Hands-on experience with workflow and ticketing systems, specifically ServiceNow and Jira.
• Proficiency in data analysis and reporting using Excel, Power BI, or Tableau.
• Strong understanding of software request lifecycle management and intake processes.
• Ability to manage high-volume operations independently while maintaining quality standards.
• Experience preparing decision-ready summaries and tracking follow-ups in cross-functional settings.
• Familiarity with SLA tracking, queue management, and backlog analysis techniques.
• Bachelor’s degree in IT, Business, Operations, or a related field.

Preferred Skills

• Knowledge of software governance frameworks, licensing models, and procurement processes.
• Awareness of security, compliance, and risk assessment requirements in enterprise IT.

Key Skills

Education

Bachelor's degree