Analyst, Software Request Intake & Triage, GESS - Global Capability Center

Description

About Alvarez & Marsal 
Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity - are why our people love working at A&M. 
The Team 
The Software Request Intake Analyst is the first point of contact for all enterprise software requests. This role is responsible for validating submissions, checking requests against the approved software catalogue, and routing requests to the appropriate review streams. The Intake Analyst plays a key operational role in ensuring high quality intake, accurate data, and smooth throughput into the software review process.

How you will contribute

• Software Request Intake & Validation:
  - Validate incoming software requests for completeness, accuracy, and appropriate business justification.
  - Check requests against the approved software catalogue and identify existing approved alternatives where applicable.
  - Ensure requests are correctly categorised, prioritised, and documented at intake.
• Workflow Routing & Requestor Coordination:
  - Route software requests to the appropriate review streams, including compliance, legal, licensing, or packaging teams.
  - Communicate clearly with requestors regarding missing information, clarifications, or next steps.
  - Support effective hand-offs to downstream teams to minimise delays and rework.
• Operational Monitoring & Insight:
  - Maintain defined intake SLAs and monitor queue health to support consistent throughput.
  - Identify trends in request volumes, commonly requested tools, or recurring issues to inform software catalogue updates or process improvements.

Qualifications 

• 1–3 years’ experience in IT support, service desk, ITSM operations, or a related operational role.
• Experience working with enterprise ticketing or workflow systems (e.g. ServiceNow or equivalent).
• Strong attention to detail, organisational skills, and written communication ability.
• Ability to manage multiple requests concurrently in a structured, SLA-driven environment.
• Exposure to enterprise software request, approval, or governance processes.
• Experience working in a professional services or consulting environment.
• Familiarity with service catalogues or standardised intake models.
• Service-oriented with a strong customer focus
• Detail-driven with a structured, process-minded approach
• Clear communicator able to manage requestor expectations
• Comfortable operating in fast-paced, queue-based operational workflows

Your journey at A&M 
We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.  We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.