Deloitte · 1 month ago
ITSM Data & Support Analyst, Deloitte Global Technology
Toronto, Ontario, Canada
Full-time
Hybrid
Entry, Mid Level
$69K/yr - $114K/yr
1+ years expDeloitte 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.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
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
Qualification
Required
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
Preferred
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
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
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