ITSM Data & Support Analyst, Deloitte Global Technology

Deloitte is a leading professional services firm in Canada that aims to make an impact that matters. They are seeking a Data & Support Analyst to join their Agile team, where the candidate will manage ITSM and CMDB data, support requests, and facilitate customer interactions.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• $4,000 per year for mental health support benefits
• $1,300 flexible benefit spending account
• Firm-wide closures known as 'Deloitte Days'
• Dedicated days off for learning (known as Development and Innovation Days)
• Flexible work arrangements
• Hybrid work structure

Company Overview