Deloitte is hiring for an Analyst – ITSM position under its Technology Strategy & Transformation function. The opening is based in Bengaluru and is suited to candidates with 0 to 2 years of experience in IT Service Management.
About the Team
Enterprise technology plays a central role in business operations, supporting functional excellence while enabling innovation and long-term growth. This position is part of Deloitte’s Enterprise Technology & Performance (ET&P) team.
What the Role Involves
The Analyst will be responsible for managing the complete Service Request Management lifecycle. This includes making sure requests are properly recorded, categorized, prioritized, and completed within the agreed service-level timelines.
A major part of the role involves working with service owners, support teams, and business users to maintain the service catalog and establish effective request-fulfillment workflows. The position also requires creating and maintaining request models, approval processes, and fulfillment procedures for recurring services.
Clear communication is important throughout the request lifecycle. Users should have visibility into the progress of their requests, applicable SLAs, and expected completion dates.
The role also includes tracking request volumes, outstanding backlogs, and SLA performance. Process issues and bottlenecks need to be identified early and addressed proactively.
Key Job Responsibilities
- Manage end-to-end Service Request Management and ensure requests are fulfilled within agreed SLAs.
- Work with service owners, support teams, and business users on service catalogs and fulfillment workflows.
- Create and document request models, approval flows, and procedures for recurring requests.
- Keep users informed about request progress, SLAs, and completion timelines.
- Track request volume, backlog, and SLA compliance to identify areas requiring attention.
- Look for opportunities to introduce automation and self-service through Service Portals and knowledge articles.
- Coordinate with Incident, Change, and Knowledge Management teams to maintain consistent service delivery.
- Support Continuous Service Improvement (CSI) initiatives by reviewing performance data, identifying trends, and recommending process improvements.
- Prepare and maintain process documentation, KPIs, and dashboards for performance tracking and stakeholder communication.
- Train fulfillment teams and provide support on process compliance and effective tool usage.
Skills and Experience
Candidates should have 0 to 2 years of IT Service Management experience along with practical exposure to Service Catalog management and request fulfillment processes, particularly within large-scale IT environments.
Experience with process improvement or ITSM tool configuration initiatives is preferred. Familiarity with global delivery or managed service environments can also be an advantage.
Additional exposure to delivery governance, vendor management, and client-facing engagements is highly desirable.
Basic Eligibility
Applicants should hold a Bachelor’s degree in Computer Science, Information Technology, or a related discipline. The position is based in Bangalore.
How to Apply?
If you’re Interested, Kindly Click the Apply Now button below.
