Job Overview

Deloitte Touche Tohmatsu India LLP is hiring an Analyst for its Technology Strategy & Transformation team in Bengaluru. The role focuses on IT Service Management, with responsibility for managing the end-to-end Service Request Management process and supporting consistent service delivery across enterprise technology environments.

The position involves working with service owners, support teams, business users, and fulfillment teams to manage service requests, maintain workflows, monitor service performance, and identify opportunities for process improvement and automation.

Key Responsibilities

• Own and manage the end-to-end Service Request Management process, including request logging, categorization, prioritization, and fulfillment within agreed SLAs.
• Collaborate with service owners, support teams, and business users to define and maintain a service request catalog and fulfillment workflows.
• Design and document request models, approval flows, and fulfillment procedures for recurring service requests.
• Provide users with clear visibility into request status, SLA expectations, and completion timelines.
• Monitor request volumes, backlog, and SLA compliance, and proactively identify process bottlenecks.
• Identify opportunities for automation and self-service enablement through service portals and knowledge articles.
• Work with Incident, Change, and Knowledge Management teams to support consistent service delivery.
• Contribute to continuous service improvement initiatives by analyzing performance information, identifying trends, and proposing process optimizations.
• Develop and maintain process documentation, KPIs, and dashboards for performance tracking and stakeholder communication.
• Train and support fulfillment teams in process adherence and effective use of relevant tools.

Required Skills

• 0 to 2 years of experience in IT Service Management.
• Experience managing Service Catalogs and request fulfillment processes in large-scale IT environments.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Prior involvement in process improvement or ITSM tool configuration initiatives.
• Exposure to global delivery or managed service environments.
• Exposure to delivery governance, vendor management, and client-facing engagements.

Education

A bachelor's degree in Computer Science, Information Technology, or a related field is required.

Experience

Candidates should have 0 to 2 years of experience in IT Service Management. The JD also notes that prior involvement in process improvement or ITSM tool configuration is preferred.

Technical and Process Focus

• Service Request Management – Manage request intake, categorization, prioritization, fulfillment, and SLA tracking.
• Service Catalogs – Maintain service request catalogs and fulfillment workflows.
• ITSM Tool Configuration – Exposure to ITSM tool configuration initiatives is preferred.
• Automation and Self-Service – Identify opportunities to improve service delivery through service portals and knowledge articles.
• KPIs and Dashboards – Maintain performance measures and dashboards for communicating service outcomes.

Work Mode & Location

The base location for this role is Bangalore. The supplied JD does not explicitly state a remote or hybrid arrangement, so the configured work mode is onsite.

Who Should Apply

This role is suited to candidates with up to two years of IT Service Management experience who have worked with Service Catalogs and request fulfillment processes in large-scale IT environments. Candidates with exposure to process improvement, ITSM tool configuration, global delivery, managed services, governance, vendor management, or client-facing engagements may align with the stated requirements.

How to Apply

Apply now through SoftoJobs to explore this opportunity.