Deloitte is a global professional services organization providing consulting, technology, audit, tax, risk advisory, and other business services to organizations across industries. Deloitte’s teams work with businesses to improve processes, adopt technology, manage risks, and drive transformation. In India, Deloitte Touche Tohmatsu India LLP supports clients through a wide range of technology and professional services.
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Job Overview
Deloitte is hiring an Analyst – IT Service Management (ITSM) for its Technology Strategy & Transformation team in Bengaluru. The role focuses on managing and improving IT service request processes, maintaining service catalogs, monitoring service levels, and supporting efficient service delivery.
The position is suitable for candidates with 0–2 years of IT Service Management experience who are interested in ITSM processes, service operations, process improvement, and technology transformation.
Roles & Responsibilities
Manage the complete lifecycle of IT service requests, from submission and categorization to fulfillment and closure.
Coordinate with service owners, technical teams, and business users to maintain effective service request workflows.
Create and maintain service catalogs, request models, approval processes, and fulfillment procedures.
Keep users informed about request progress, expected timelines, and applicable service-level commitments.
Track request volumes, pending requests, and SLA performance to identify process gaps.
Identify opportunities to improve service delivery through automation, self-service portals, and knowledge resources.
Work closely with Incident, Change, and Knowledge Management teams to ensure consistent IT service processes.
Analyze service performance data and identify areas for continuous improvement.
Prepare and maintain process documentation, KPIs, reports, and dashboards.
Support and guide fulfillment teams on ITSM processes and effective use of relevant tools.
Participate in process improvement and technology transformation initiatives.
Skills Required
Understanding of IT Service Management (ITSM) concepts and processes.
Knowledge of Service Request Management and service fulfillment workflows.
Familiarity with Service Catalogs and request management processes.
Basic understanding of SLA tracking, process monitoring, and service performance metrics.
Ability to analyze data and identify process improvement opportunities.
Good communication and stakeholder coordination skills.
Understanding of ITSM tools or service management platforms is an advantage.
Exposure to process improvement or ITSM tool configuration is preferred.
Knowledge of service portals, automation, and self-service concepts is beneficial.
Ability to work effectively with technical teams, business users, and service stakeholders.
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field.
0–2 years of relevant experience in IT Service Management.
Experience with service request management in a large-scale IT environment is preferred.
Exposure to global delivery or managed service environments is an advantage.
Familiarity with delivery governance, vendor coordination, or client-facing activities is desirable.
Strong written and verbal communication skills.
Willingness to learn and work in a technology-driven environment.
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