ITSM Process Analyst

Description: 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, 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.Key Skills and Qualifications: • 5–8 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) Spirit Omega is committed to a diverse and inclusive workplace. We welcome applications from anyone, including members of Indigenous peoples, Women, visible minorities, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.Looking for more opportunities? Check out our website at jobs.spiritomega.com #INDSPO