Job Title: Analyst | ITSM | Bengaluru | Technology Strategy & Transformation
Analyst | ITSM | Bengaluru | Technology Strategy & Transformation
• Job requisition ID : 108725
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team
Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P
Your work profile
- Own and manage the end-to-end Service Request Management process, ensuring requests are logged, categorized, prioritized, and fulfilled within agreed SLAs.
- Collaborate with service owners, support teams, and business users to define and maintain a service request catalog and fulfillment workflows.
- Design and document request models, approval flows, and fulfillment procedures for recurring service requests.
- Ensure clear communication and visibility to users on request status, SLAs, and completion timelines.
- Monitor request volume, backlog, and SLA compliance, and proactively address process bottlenecks.
- Identify opportunities for automation and self-service enablement through Service Portals and knowledge articles.
- Collaborate with Incident, Change, and Knowledge Management teams to ensure consistent service delivery.
- Drive continuous service improvement (CSI) initiatives by analyzing performance data, identifying trends, and proposing optimizations.
- Develop and maintain process documentation, KPIs, and dashboards to track performance and communicate outcomes to stakeholders.
- Train and support fulfillment teams in process adherence and tool utilization.
Key skills required
- 0 to 2 years of experience in IT Service Management
- Experience in managing Service Catalogs and request fulfillment processes in large-scale IT environments.
- Prior involvement in process improvement or ITSM tool configuration initiatives preferred.
- Exposure to global delivery or managed service environments is an advantage.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Exposure to delivery governance, vendor management, and client-facing engagements is highly desirable.
- Base location: Bangalore
