ITSM Process Analyst, Deloitte Global Technology
- Permanent
Job Type: Permanent
Work Model: Remote
Reference code: 132991
Primary Location: Toronto, ON
All Available Locations: Toronto, ON
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.
By living our Purpose, we will make an impact that matters.
- Have many careers in one Firm.
- Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
- Learn from deep subject matter experts through mentoring and on the job coaching
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What will your typical day look like?
Work you'll do
As an ITSM Senior 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 applying the latest technologies such as ServiceNow, AIOps, Lean Agile processes, AI supervision and other exciting areas.
Responsibilities will include:
1. Process Design and Improvement
- Analyze existing ITSM processes to identify inefficiencies or areas for improvement.
- Design and implement new processes or optimize existing ones to align with industry best practices (e.g., ITIL framework).
- Document process workflows, policies, and procedures for consistency and clarity.
2. Governance and Compliance
- Ensure ITSM processes comply with organizational policies and external regulations.
- Monitor adherence to established processes and recommend corrective actions when deviations occur.
3. Performance Monitoring and Reporting
- Define key performance indicators (KPIs) and metrics for ITSM processes.
- Regularly analyze process performance data and generate reports for stakeholders.
- Provide insights and recommendations based on performance trends.
4. Stakeholder Collaboration
- Work closely with IT teams, business units, and leadership to understand requirements and ensure alignment with organizational goals.
- Facilitate communication between different teams to promote process adoption and continuous improvement.
5. Service Management Tool Support
- Assist in the configuration and maintenance of ITSM tools (ServiceNow).
- Ensure ITSM tools are optimized to support process workflows and reporting needs.
- Identify improvement opportunities for automation and AI to assist teams in delivering services
6. Training and Knowledge Sharing
- Develop and deliver training materials for staff on ITSM processes and tools.
- Act as a subject matter expert (SME) to provide guidance and support to teams implementing ITSM practices.
7. Incident, Problem, Knowledge and Change/Release Management
- Manage key ITSM processes such as incident management, problem management, and change management.
- Collaborate with teams to ensure timely resolution of incidents and effective root cause analysis for problems.
8. Continuous Improvement
- Identify opportunities for automation and innovation within ITSM processes.
- Stay updated on emerging trends and technologies in ITSM and recommend their adoption.
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
Key Skills and Qualifications
- 5+ years of experience in IT Service Management or related governance or process oversight roles.
- In depth understanding of ITIL principles and frameworks and their application to global organizations
- 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 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 (e.g., ServiceNow Certified Implementation Specialist).
Total Rewards
The salary range for this position is $58,000 - $96,000, 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.
Our promise to our people: Deloitte is where potential comes to life.
Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.
The next step is yours
At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.
We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.
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ITSM Process Analyst, Deloitte Global Technology • Toronto, ON, ON, CA
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