Service Request Management & Process Analyst

Overview

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

Responsibilities

• 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.

Qualifications

• 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.
• Preferred: Lean Six Sigma (Green Belt or higher) experience.
• Preferred: Experience with Aries/Aldea platforms or similar service request automation tooling.
• Preferred: Experience supporting a Global SRM Capability and a multi-account environment.
• Preferred: 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).