Analyst – ITSM (Technology Strategy & Transformation)
Deloitte — Bengaluru, Karnataka
₹4–10 LPA (HireSetu estimate) · 0–2 yrs exp · Freshers eligible · Full-time · onsite
HireSetu listing reference 92a547 — confirm requirements below, then apply on the employer site.
Quick answer: This is service request management inside an IT service management team: catalogue design, approval flows, SLA tracking and documentation more than coding. The experience bar is genuine, 0 to 2 years, with no tool depth demanded up front.
From Deloitte's job posting
Job Title: Analyst | ITSM | Bengaluru | Technology Strategy & Transformation
Analyst | ITSM | Bengaluru | Technology Strategy & Transformation
- Job requisition ID : 108725
- Location: Bengaluru
- Entity: Deloitte Touche Tohmatsu India LLP
The team
Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P
Your work profile
Own and manage the end-to-end Service Request Management process, ensuring requests are logged, categorized, prioritized, and fulfilled 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.
Ensure clear communication and visibility to users on request status, SLAs, and completion timelines.
Monitor request volume, backlog, and SLA compliance, and proactively address process bottlenecks.
Identify opportunities for automation and self-service enablement through Service Portals and knowledge articles.
Collaborate with Incident, Change, and Knowledge Management teams to ensure consistent service delivery.
Drive continuous service improvement (CSI) initiatives by analyzing performance data, identifying trends, and proposing optimizations.
Develop and maintain process documentation, KPIs, and dashboards to track performance and communicate outcomes to stakeholders.
Train and support fulfillment teams in process adherence and tool utilization.
Key skills required
0 to 2 years of experience in IT Service Management
Experience in managing Service Catalogs and request fulfillment processes in large-scale IT environments.
Prior involvement in process improvement or ITSM tool configuration initiatives preferred.
Exposure to global delivery or managed service environments is an advantage.
Bachelor’s degree in Computer Science, Information Technology, or related field.
Exposure to delivery governance, vendor management, and client-facing engagements is highly desirable.
Base location: Bangalore
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Text from Deloitte's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
Request management is its own discipline
Analyst titles at Deloitte can mean several things. This one sits in service request management, the part of ITSM that owns the catalogue: what users can ask for, who approves it, who fulfils it, and whether it lands inside the SLA. Incident, change and knowledge teams sit alongside you, and you coordinate with them. A service desk agent moves tickets. This role decides how the tickets should move.
Mostly documentation
The deliverables are written things: request models, approval flows, fulfilment procedures, process documentation, KPIs and dashboards. Fresh graduates picture troubleshooting and get writing. The work rewards someone who can describe a process clearly enough for a fulfilment team to follow it, and who notices where a step keeps stalling. Training those teams on the process is part of the job too.
Pick one ITSM tool and learn it
Tool configuration experience is preferred, which means someone who has it has an edge and someone without can still apply. This work lives inside a platform such as ServiceNow, BMC Helix or Ivanti, and ServiceNow holds the largest share of Indian IT. If you have never opened one, build a catalogue item and an approval flow in a free developer instance.
Shift, account, reporting line
The role is onsite in Bengaluru, and Deloitte runs much of this through global managed service engagements, so your hours may follow a client's timezone. Ask which account you would join, what the shift looks like and whether it rotates. Ask too how the team splits request work from incident work, and who owns the SLA numbers. The answers separate a role where you shape the process from one where you clear a queue.
Drafted with AI from Deloitte's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
How to apply
- Open Deloitte's careers site with the Apply button.
- Follow the application steps on the site and upload your resume.
- Keep the confirmation email or application number for follow-up.
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