Assistant Manager- ITSM Process Senior Analyst

Assistant Manager- ITSM Process Senior Analyst - Deloitte Support Services India Private Limited

As an ITSM Senior Analyst joining our team you will have the opportunity to work with multidisciplinary teams across Deloitte Technology to design and operate cutting edge ITSM processes and solutions designed to manage our IT Operations across our globally delivered services. This will include applying the latest technologies such as ServiceNow, AIOps, Lean Agile processes, AI supervision and other exciting areas.

Key Responsibilities:

• 1. Process Design and Improvement
• Analyze existing ITSM processes to identify inefficiencies or areas for improvement.
• Design and implement new processes or optimize existing ones to align with industry best practices (e.g., ITIL framework).
• Document process workflows, policies, and procedures for consistency and clarity.
• 2. Governance and Compliance
• Ensure ITSM processes comply with organizational policies and external regulations.
• Monitor adherence to established processes and recommend corrective actions when deviations occur.
• 3. Performance Monitoring and Reporting
• Define key performance indicators (KPIs) and metrics for ITSM processes.
• Regularly analyze process performance data and generate reports for stakeholders.
• Provide insights and recommendations based on performance trends.
• 4. Stakeholder Collaboration
• Work closely with IT teams, business units, and leadership to understand requirements and ensure alignment with organizational goals.
• Facilitate communication between different teams to promote process adoption and continuous improvement.
• 5. Service Management Tool Support
• Assist in the configuration and maintenance of ITSM tools (ServiceNow).
• Ensure ITSM tools are optimized to support process workflows and reporting needs.
• Identify improvement opportunities for automation and AI to assist teams in delivering services
• 6. Training and Knowledge Sharing
• Develop and deliver training materials for staff on ITSM processes and tools.
• Act as a subject matter expert (SME) to provide guidance and support to teams implementing ITSM practices.
• 7. Incident, Problem, and Change/Release Management
• Manage key ITSM processes such as incident management, problem management, and change management.
• Collaborate with teams to ensure timely resolution of incidents and effective root cause analysis for problems.
• 8. Continuous Improvement
• Identify opportunities for automation and innovation within ITSM processes.
• Stay updated on emerging trends and technologies in ITSM and recommend their adoption.

The team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Location: Hyderabad

Work shift Timings: 11 AM to 8 PM

Qualifications

• 5–8 years of experience in IT Service Management or related governance or process oversight roles.
• In depth understanding of ITIL principles and frameworks and their application to global organizations
• Proficiency in the use of enterprise grade ITSM tools (ServiceNow preferred)
• Excellent analytical and problem-solving skills.
• Effective communication and stakeholder management abilities.
• Experience in process mapping and workflow design.
• Exposure to automation and monitoring toolsets, Predictive or Agentic AI and/or machine learning
• Proven ability to work in and influence multidisciplinary teams in a matrix management environment
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• Awareness of emerging trends in ITSM, such as AI and automation.

Preferred Certifications:

• • SAFE or Agile certification
• ITIL Foundation or Expert level certification
• Lean Six Sigma
• Certifications in ITSM tools (e.g., ServiceNow Certified Implementation Specialist).

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 315130