Deloitte | India Offices of the US

Assistant Manager- ITSM Business Analyst - Deloitte Support Services India Private Limited

As an ITSM Business Analyst joining our team you will have the opportunity to work with multidisciplinary teams across Deloitte Technology to design and operate cutting edge ITSM processes and solutions designed to manage our IT Operations across our globally delivered services.  This will include crafting user stories and features relating to innovations and improvements in ITSM processes for some of the latest technologies such as ServiceNow, AIOps, Lean Agile processes, AI supervision and other exciting areas.

Key Responsibilities:

1. Requirements Gathering and Analysis

• Collaborate with stakeholders to understand business needs and translate them into ITSM requirements.
• Conduct workshops, interviews, and surveys to gather input from users and teams.
• Document detailed functional and technical requirements for ITSM processes and tools.

2. Process Design and Optimization

• Analyze existing ITSM processes to identify gaps, inefficiencies, or areas for improvement.
• Recommend changes to align processes with business goals and industry best practices (e.g., ITIL framework).
• Design workflows and process maps to support optimized ITSM practices.

3. ITSM Tool Implementation and Support

• Work with IT Delivery teams to configure ITSM tools (e.g., ServiceNow, BMC Remedy, Jira) based on business requirements.
• Provide input on tool selection, integration, and customization to ensure alignment with organizational needs.
• Test ITSM tool functionality to confirm it meets the defined requirements.
• Participate or lead Agile scrum activities to ensure completion and acceptance of features and stories

4. Stakeholder Collaboration

• Act as a liaison between business units, IT teams, and project stakeholders.
• Facilitate communication to ensure shared understanding of ITSM goals and deliverables.
• Present findings, process recommendations, and progress updates to leadership.
• Follow up with stakeholders regularly and assist the team in prioritization activities

5. Data Analysis and Reporting

• Analyze data related to ITSM processes (e.g., incident trends, service performance metrics).
• Develop reports and dashboards to provide insights into service performance and areas for improvement.
• Use data to support decision-making and recommend actionable solutions.

6. Governance and Compliance

• Ensure ITSM processes align with organizational policies and regulatory requirements.
• Monitor compliance and recommend adjustments to maintain adherence to governance frameworks.

7. Training and Documentation

• Create user guides, training materials, and process documentation for ITSM tools and workflows.
• Deliver training sessions to stakeholders on new or updated ITSM processes and tools.

8. Support for Key ITSM Processes

• Provide business analysis support for core ITSM processes such as:
• Incident Management
• Problem Management
• Change & Release Management
• Knowledge Management
• Service Catalog Management
• Help identify opportunities to streamline these processes and improve service delivery.

9. Continuous Improvement

• Identify opportunities for innovation, automation, and efficiency in ITSM processes.
• Stay updated on emerging ITSM trends and technologies to recommend enhancements.

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

• 6–8 years of experience in Business Analysis with a focus on IT Service Management or related governance
• Analytical skills for data interpretation and process optimization
• Demonstrated experience working in a fast paced SAFE Agile environment
• Proficiency in the use of enterprise grade ITSM tools (ServiceNow preferred)
• Excellent analytical and problem-solving skills.
• Effective communication and stakeholder management abilities.
• Experience in process mapping and/or workflow design.
• Exposure to automation and monitoring toolsets, Predictive or Agentic AI and/or machine learning 
• Proven ability to work in and influence multidisciplinary teams in a matrix management environment
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• Awareness of emerging trends in ITSM, such as AI and automation.

Preferred Certifications:

• SAFE or Agile certification
• ITIL Foundation or Expert level certification 
• Lean Six Sigma
• Certifications in ITSM tools are an asset (e.g., ServiceNow Certified Implementation Specialist