ITSM Data & Support Analyst, Deloitte Global Technology
Job Description
What will your typical day look like?
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
About 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.
Enough about us, let’s talk about you
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
Total Rewards
The salary range for this position is $69,000 – $114,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people’s unique strengths and contributions and rewarding the value that they deliver.
Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $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.
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