ITSM Process Analyst, Deloitte Global Technology

The ITSM Process Analyst will design and operate cutting-edge ITSM processes and solutions to manage IT operations across globally delivered services. The role will involve analyzing existing processes, designing new ones, and ensuring compliance with industry best practices and organizational policies.

Requirements

• 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

Benefits

• Competitive base salary
• $4,000 per year for mental health support benefits
• $1,300 flexible benefit spending account
• Firm-wide closures known as 'Deloitte Days'
• Dedicated days of for learning (known as Development and Innovation Days)
• Flexible work arrangements and a hybrid work structure