USI-EH22-ITS T&I-ITSM-SA Job opening in Deloitte, (Bengaluru, Karnataka)

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Job Details
Company Name :
Company Location :
Bengaluru, Karnataka
Job Position :
Job Category : Jobs in Bengaluru

Job Description :
Position Summary

ITSM Operations Analyst – Incident, Problem, Change
Position summary
ITS Service Management is seeking a ITSM Operations Analyst in the areas of Incident, Problem and Change Management to oversee the day-to-day operations and execution of the process/es including management and appropriate allocation of time supporting the process/es. Responsible for the quality of the delivery of the activities that support the process/es.
Part of ITSM Team, professional is expected to support one or more of the processes, duly engaging with his peers and leadership with their analysis of dependencies across the processes and Service Management issues / solutions.
The Professional needs to have hands on experience working on the ServiceNow enterprise platform. This role includes working with the other Process Owners, Service Providers, Vendors, and IT Leadership.
Working experience with Incident, Problem and Change processes mandatory. Familiarity with Event, Knowledge, Service Level Management, Availability, BCP/DR and other ITIL processes is a big plus. Professional is expected to work across the processes as may be needed to support CSI efforts or other ITSM professionals.

Incident (and Major Incident) Management
Responsibilities (include but not limited to):

Responsible for exceptions, rejection of tasks and issues with the daily activities of incident resolution
Accountable for the timely resolution of incidents that fall under an individual process manager’s remit
Responsible to manage the workflow for incidents
Coordinates resources to support incident activities
Ensures adherence to policies and procedures
Ensures the appropriate application of the tool
Escalates process exceptions to the Incident Process Manager/Owner as appropriate
Makes recommendations for continual improvement opportunities and implement within own area or share them with Process Manager/Owner and/or other Process Managers/Owners
Generates Incident reports to ensure the quality, control, compliance and performance of process related activities are reported and/or escalated as needed

Problem Management Responsibilities
(include but not limited to):

The Problem Analyst(s) is a member of the Problem Management process and responsible for examining recurring Incidents and newly identified Problems to identify their root cause and corrective Actions.
Ensures Tasks are assigned to right practitioner teams and follows-up for a timely conclusion to prevent recurrence of the Incident.
Monitors the activities related to the process to ensure smooth execution
Conducts audits to ensure the appropriate application of the ITSM Tool and the accuracy and completeness of Problem records
Produces and reviews reports to ensure adherence to service level agreements and performance targets and implements improvements
Escalates or asks for help where required basis process KPIs trends against target.
Ensures Problem escalations and coordinates the timely resolution of Problems
Provides updates on Problem status, activities and action plans for distribution to Engagement, Support, Service Owners and Senior Management
Manages proactive monitoring, Changes and Incident and/or Problem trend analysis as potential Problem sources, prevents the replication of Problems across multiple systems
Monitors the effectiveness of error control, makes recommendations for improving it, and implements continual improvement initiatives within own area or shares them with Supervisor, Process Manager or Process Owner
Manages proactive client communication in the areas of potential problems and issues for assigned client groups
Contributes to the KEDB and ensures that the knowledge base supporting their area is up to date
Invokes escalation procedures and communicates with management as appropriate
Identifies and reports exception items to management as appropriate
Process Definition Maintenance, updates and suggestions in coordination with peers, Process Manager/s and Process Owner/s
Continual Service Improvement
Process Maturity Monitoring
ITSM Process Synchronization across modules, member firms, etc., while ensuring process utility to suit any specific needs
Compliance Monitoring
Training Needs/Delivery
Tool / Application administration, support, maintenance, UAT
Measure, track, and report Process KPIs. Escalate any issues in KPIs movement in a timely fashion to Process Owner.
Identifies automation opportunities, assists in preparing and presenting business cases as necessary
Co-ordinates / undertakes appropriate action as a result of service deterioration
Tracks Problem records to resolution

Change Management Responsibilities
(include but not limited to):

Monitors the day-to-day activities related to the process to ensure smooth execution
Reviews the progress of all open Changes until their completion
Generates Change reports to ensure the quality, control, compliance and performance of process related activities are reported and/or escalated as needed
Maintains and updates the list of Standard Changes
Approves the risk classification determination for change order
Supports the activities leading to the closure of the Change
Approves Changes based on analysis from CAB where appropriate
Has the authority to approve Emergency Changes without eCAB input if the eCAB cannot be convened
Has the authority to approve Normal Changes without CAB input if deemed a low risk.
Selects the membership of the CAB and eCAB, ensuring proper representation
Prepares the CAB meeting agenda and facilitates the periodic CAB meetings. This should be done using the CAB Workbench within ServiceNow
Assigns tasks to work groups and individuals and follows up to meet SLA commitments
Conducts a Post Implementation Review upon the completion of a change order based on the PIR policy statement

Common responsibilities across processes:

Must Have:

ITIL V3 or V4 certification
Experience of working in Incident, Problem and Change processes either separately or together, in ServiceNow.
Attention to detail and strong communication skills
Ability to analyze data, draw conclusions and present findings in a clear, concise manner
Ability to problem solve – leverages active listening skills and seeks first to understand
Desirable :

Experience of managing several stake holders and IT Leadership in a matrix environment preferred.
Knowledge of ServiceNow Reporting module, Performance Analytics, Knowledge of SACM


Strong knowledge in Microsoft Office, ServiceNow, MS Excel with knowledge of working on reports created with one or more of QlikView, Tableau, Grafana, PowerBI will be an added advantage
Exceptional communication skills – both written and verbal
Able to work effectively at all levels in an organization
Must be a team player and able to work with and through others
Ability to influence and negotiate

Basic Qualifications:

Graduate, Post Graduate
ITIL V4 Foundation or MP OR V3 Expert

Preferred Qualifications:

3 – 5 years of experience in handling Operations areas – Incident, Problem and Change Management
Good working experience with ServiceNow, ITSM/ITIL focus

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Requisition code: 67154

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