Assistant Manager - ITSM Data & Support Analyst

Summary

Position Summary

Assistant Manager - ITSM Data & Support Analyst - Deloitte Support Services India Private Limited

We are seeking a Data & Support Analyst to join our dynamic Agile team. The ideal candidate will be at the forefront of our customer interactions, helping us model our ITSM and CMDB data, organize our enhancements and manage our support asks.

You will have the opportunity to improve your skills and learn some of the latest technologies in ITSM, ServiceNow, CMDB and ITOM area. You will use tools such as ServiceNow Discovery, Service Mapping, ServiceNow CMDB, Monitoring tools, AI, Azure, AWS, Google and complimentary tools that allow us to dynamically understand our IT landscape.

Key Responsibilities:

• Responsible for managing our team’s enhancements, support requests and communication across the Deloitte Technology organization
• Assist in ITSM/CSDM data modelling activities including working with basic services to map out Services, Offerings, Business Applications and Infrastructure using a defined methodology
• Assist the team in updating various data in the serviceNow instincts
• Establish clear communication channels between relevant teams and stakeholders providing regular updates on support tickets, requests and enhancements within the CMDB, ITSM & ITOM spaces
• Assist in troubleshooting and triage for a variety of issues within areas of responsibility and recommend resolution steps where necessary
• Monitor and participate in troubleshooting various technical errors with regards to our Discovery landscape and authentication issues across various teams
• Champion and provide training on ITIL, ITSM and usage of the ServiceNow Common Services Data Model within ServiceNow
• Coordinate and/or facilitate customer meetings as necessary in the ITSM Process Design spaces
• Participate in an Agile environment that focusses on continual improvement
• Growth opportunities to work on Engineering areas within ITSM and ITOM Business Analysis or Engineering ServiceNow areas depending on skills and interest .
  
  

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

• At least 6 year of experience operating and/or managing within ServiceNow ITSM and CMDB spaces
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• Demonstrated certification, training or understanding in the ServiceNow Common Services Data Model
• Demonstrated experience working in a fast paced Agile based environment
• Proven ability to manage support interactions effectively with a high level of satisfaction from customers
  
  

Preferred Certifications:

• At least 6 years of experience operating and/or managing within ServiceNow ITSM and CMDB spaces
• Certifications: ITIL (Foundations or above), SAFE or other Agile certification
• ServiceNow technical certifications are an asset
  
  

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: 315128