Analyst – IT Service Management (ITSM)

About the role

Deloitte is looking for an early‑career Analyst to own the end‑to‑end Service Request Management process within its Technology Strategy & Transformation practice in Bangalore. You will log, categorize, prioritize and fulfil IT service requests, maintain service catalogs, monitor SLA compliance and drive automation and continuous improvement.

Responsibilities

• Manage the complete Service Request lifecycle, ensuring requests are logged, categorized, prioritized and fulfilled within agreed SLAs.
• Design, document and maintain service request catalogs and fulfillment workflows, including approval flows.
• Collaborate with service owners, support teams and business users to communicate request status and SLA expectations.
• Monitor request volumes, backlog and SLA performance; identify bottlenecks and propose process enhancements.
• Identify automation and self‑service opportunities through service portals, knowledge articles and tooling.
• Develop KPI dashboards, process documentation and train fulfillment teams on best practices.

Eligibility

• Bachelor’s degree in Computer Science, Information Technology or a related discipline.
• 0–2 years of experience in IT Service Management or related roles.
• Exposure to service catalog management and request‑fulfilment processes in large‑scale IT environments.
• Familiarity with ITSM frameworks (e.g., ITIL) and process improvement initiatives.
• Strong analytical, communication and stakeholder‑management skills.
• Ability to work in a collaborative, fast‑paced consulting environment.

Skills

• Service Request Management
• Service Catalog Management
• Request Fulfilment
• SLA Monitoring & Reporting
• Workflow Design & Automation
• Process Improvement & Continuous Service Improvement
• KPI & Dashboard Development
• Documentation & Knowledge Management
• Stakeholder Communication
• Automation Enablement

Benefits

• Exposure to enterprise‑scale IT environments and leading ITSM tools.
• Professional development through Deloitte’s training programs and mentorship.
• Opportunity to work with cross‑functional teams on high‑impact technology initiatives.