[Hiring] Service Request Management & Process Analyst @DXC Technology

Role Description

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 DXC's 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.

• 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.

Requirements

• ITIL certification or equivalent ITSM framework knowledge (Preferred).
• Lean Six Sigma (Green Belt or higher) (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 (Preferred).

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).

Benefits

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. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment Fraud Warning

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .