ITSM Data

Job Type:
Permanent
Work Model:
Hybrid
Reference code:
130568
Primary Location:
Toronto, ON
All Available Locations:
Toronto, ON; Calgary, AB; Halifax, NS; Ottawa, 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

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

*What will your typical day look like?*
We are seeking a Data & Support Analyst to join our dynamic Agile team. The ideal candidate will be at the forefront of our customer interactions helping us model our ITSM and CMDB data, organize our enhancements and manage our support asks.

You will have the opportunity to grow your skills and learn some of the latest technologies in ITSM, ServiceNow, CMDB and ITOM area. You will use tools such as ServiceNow Discovery, Service Mapping, ServiceNow CMDB, Monitoring tools, AI, Azure, AWS, Google and complimentary tools that allow us to dynamically understand our IT landscape.

Specific responsibilities will include:

• 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

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
Qualifications
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

*Total Rewards*
The salary range for this position is $69,000 - $114,000, 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 if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or 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.