Request Fulfilment Analyst

What if your next job wasn’t just another job? What if it brought more purpose, more growth, more balance – and more time for what really matters? BAM is where you can do your best work on projects that improve people’s lives. And it’s also where you’ll find the freedom to grow, the support to thrive, and the chance to shape your career on your terms.

BAM UK & Ireland are seeking a Request Fulfillment Analyst to join our IT Services team to support the ever-growing needs of our business. This role will involve processing IT service requests within established Service Level Agreements, ensuring compliance with the organisation's policies and procedures. Actively identifying and contributing to ongoing service improvement initiatives that enhance quality, efficiency, customer satisfaction, and user experience. This is a 6 month contract offering hybrid or remote work based from any regional BAM UK & Ireland office. BAM operates a flexible working policy.

• Provide a friendly, fast and efficient service in the fulfilment of IT requests
• Build and maintain relationships with other teams within the support organisation
• Maintain high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements
• Achieve high levels of accuracy in updating request details on ITSM tooling (ServiceNow) in accordance with team processes and procedures
• Adhere to escalation procedures, promptly allocating unresolved calls as appropriate
• Proactively highlight gaps in processes, knowledge and tools to the team lead
• Provide high levels of customer service, ensuring customer satisfaction rates are maintained
• Highly adaptable/flexible approach in order to achieve corporate goals and objectives

This is a 6 month contract offering hybrid or remote work based from any regional BAM UK & Ireland office. BAM operates a flexible working policy.

• Competitive salary
• A wide range of family-friendly policies
• 8 % matched pension contributions
• Private healthcare
• Life assurance
• 26 days holiday
• 2 wellbeing days
• 1 volunteering day
• Personal and professional development

• Experience handling IT service requests within SLAs
• Understanding of IT service management (ITIL knowledge is a plus)
• Experience of using ITSM tooling, especially ServiceNow
• Proactive in identifying inefficiencies and suggesting improvements
• Ability to analyse data and trends to support service enhancements
• Proven track record in delivering a 'Best in Class' IT customer support environment

• Highly self-motivated, able to concentrate on complex customer requests for significant periods
• Strong customer focus with the ability to build rapport, customer confidence and increase customer satisfaction
• Ability to work under pressure, both individually and as part of a team
• Passionate about technology and learning new skills (including laptop/desktop and mobile hardware support, printers, Windows 11, Microsoft Office 365, and basic networking)
• Excellent communication skills, able to communicate with people at all levels (stakeholders, end users, 3rd party service providers)
• Ability to work in a team to develop and maintain strong customer service values
• Able to maintain a high standard of professionalism and empathy, ensuring all interactions leave the customer feeling valued and supported
• Positive, hands-on attitude and ambition to drive the IT Foundation strategy forward
• Enjoys working on a diverse variety of tasks with the ability to work independently with support from the IT team, mentor and line manager

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.

BAM is committed to ensuring a fully inclusive recruitment and onboarding process, so if at anytime you feel you may need any reasonable adjustments, do not hesitate to speak with one of our team, and we will do our best to support you.

Join us in making possible.