ITSM Data and Support Analyst

Reference Code 1830

Country: United States (US)

US Locations:

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

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 grow 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.

Specific responsibilities will include:

• Responsible for managing our team’s enhancements, support requests and communication across the Deloitte Technology organization
• Assist in ITSM data modelling activities including working with basic services to map out Services, Offerings, Business Applications and Infrastructure using a defined methodology
• 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.

Qualifications

Required:

• At least 1 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:

• At least 3 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 culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.