ITSM Process

Job Description

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world.

This truly global environment operates 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. Responsibilities

• Design, architect, and innovate in the latest areas of IT Service Management including incorporating Agentic AI into our customer experiences, monitoring solutions, and automated workflows.
• Responsible for as-is process assessments to surface process gaps and architect solutions in conjunction with the technical teams.
• Craft guiding principles and standards for our organization across Service Strategy, Transition, and Operations to build a truly modern value stream in ITSM.
• Influence the technical roadmap leveraging existing platform capabilities & governance guardrails to support reduction of technical debt as applicable, while automating everywhere possible.
• Work within diverse teams across our organization and vendor partners to collaboratively change our IT processes by bringing together experts in AI technologies, ServiceNow, Business Architecture, Service Excellence, Observability, Cloud (Azure, AWS, and Google) and orchestration technologies.
• Drive integrating several leading-edge monitoring solutions into a common workflow engine using ServiceNow to help automate remediation and self-healing techniques.

About the team

The role requires experience designing and developing IT Operations processes with enterprise-grade solutions, including data governance and automation. It also demands exposure to automating processes, customer interactions, Predictive or Agentic AI, and machine learning in concept and practice.