Deloitte Touche Tohmatsu India LLP is one of the leading professional services firms in India, offering consulting, audit, tax and advisory services across a wide range of industries. With a strong focus on technology transformation, Deloitte helps Fortune‑500 clients modernise their IT landscapes, adopt cloud platforms and embed intelligent automation. The firm’s culture encourages continuous learning, collaboration and a merit‑based growth trajectory, making it a preferred destination for ambitious freshers and early‑career professionals. The Analyst – ITSM role sits within the Technology Strategy & Transformation (TS&T) practice and is dedicated to Service Request Management, a core pillar of IT Service Management. As an Analyst, you will be the bridge between business users and the IT delivery teams, ensuring that every service request – from software access to hardware provisioning – is logged, routed, fulfilled and closed in line with agreed Service Level Agreements (SLAs). You will work closely with service owners, incident, change and knowledge management teams to drive efficiency, automation and continuous improvement across the enterprise IT ecosystem. Key Responsibilities: 1. Own the end‑to‑end Service Request Management process, ensuring accurate logging, categorisation, prioritisation and fulfilment. 2. Maintain and regularly update the service catalog, defining request models, approval hierarchies and fulfilment procedures. 3. Design, configure and optimise request workflows in the ITSM tool, incorporating automation where possible. 4. Monitor request volumes, backlog and SLA compliance; generate daily/weekly KPI dashboards for stakeholders. 5. Identify bottlenecks and propose process‑improvement initiatives to enhance speed and quality of service delivery. 6. Collaborate with Incident, Change and Knowledge Management teams to ensure seamless hand‑offs and knowledge sharing. 7. Drive self‑service adoption by enhancing the service portal, creating knowledge articles and promoting automation scripts. 8. Conduct regular training sessions for fulfilment teams on process standards and tool usage. 9. Analyse performance data to spot trends, forecast demand and recommend capacity planning actions. 10. Participate in governance meetings, providing status updates and risk mitigation plans. Tech Stack & Tools: ITSM platforms (ServiceNow, BMC Remedy), workflow designers, PowerShell/CLI scripting for automation, Excel/PowerBI for reporting, basic SQL for data extraction, and collaboration tools like Teams and Confluence. Growth Path: Starting as an Analyst, high performers can progress to Senior Analyst, Consultant and eventually Manager within the TS&T practice, with opportunities to specialise in Service Management, Cloud Operations or Digital Transformation. Why Join Deloitte: Deloitte offers a structured learning environment, access to global best‑practice frameworks, mentorship from industry veterans and a clear, performance‑driven career ladder. The firm’s emphasis on innovation, diversity and work‑life balance ensures that analysts not only grow technically but also develop strong consulting and leadership capabilities.