Services Specialist II
The team
Deloitte Technology's USI organization delivers enterprise technology services that keep Deloitte running globally. As a Service Orchestration Lead Analyst, you'll be part of a close-knit USI team working in direct partnership with the USI Manager and US-based counterparts to ensure smooth, 24/7 service operations. This is an excellent opportunity to build deep expertise in ITSM, service governance, and enterprise operations — with a clear path to grow within the Service Orchestration function.
As a Service Orchestration Lead Analyst (USI), you will:
• Support end-to-end ticket orchestration activities including intake, categorization, triage, routing, and status tracking across multiple support organizations and service towers
• Monitor service queues and operational dashboards to ensure tickets are progressing appropriately, flagging delays, misroutes, or SLA risks to the USI Manager
• Assist in the preparation of operational reports and performance summaries, compiling data on ticket volumes, resolution times, and SLA attainment
• Support escalation handling by gathering relevant issue details, coordinating initial triage, and facilitating communication between teams during high-priority incidents
• Identify recurring service patterns and contribute to process improvement initiatives, including documentation updates, workflow refinements, and self-service enablement efforts
• Maintain accurate records and contribute to knowledge base articles, standard operating procedures, and governance documentation for the Service Orchestration function
Preferred Skills:
• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others
• Ability to work during core US–USI overlap hours to enable seamless collaboration and operational continuity.
Qualifications
Required:
• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent experience
• 6+ years of experience in IT operations, service desk, service management, or a related support function
• Familiarity with IT service management concepts including incident management, ticket triage, and SLA monitoring
• Strong attention to detail with the ability to manage and track multiple open items simultaneously
• Effective written and verbal communication skills, with the ability to coordinate across teams and time zones
• Proficiency with productivity and reporting tools (e.g., Microsoft Excel, SharePoint, or similar platforms)
Preferred:
• ITIL Foundation certification or working knowledge of ITIL principles
• Experience with ServiceNow or a similar enterprise service management platform
• Exposure to operational dashboards, reporting tools, or data visualization platforms
• Experience working in a global or 24/7 support environment
• Interest in or exposure to automation, AI, or self-service technologies in a service context