ITSM Data & Support Analyst, Deloitte Global Technology

Deloitte is a leading professional services firm in Canada that aims to make an impact that matters. They are seeking a Data & Support Analyst to join their Agile team, where the candidate will manage ITSM and CMDB data, support requests, and facilitate customer interactions. Responsibilities Responsible for managing our team’s enhancements, support requests and communication across the Deloitte Technology organization Assist in ITSM data modelling activities including working with basic services to map out Services, Offerings, Business Applications and Infrastructure using a defined methodology Establish clear communication channels between relevant teams and stakeholders providing regular updates on support tickets, requests and enhancements within the CMDB, ITSM & ITOM spaces Assist in troubleshooting and triage for a variety of issues within areas of responsibility and recommend resolution steps where necessary Monitor and participate in troubleshooting various technical errors with regards to our Discovery landscape and authentication issues across various teams Champion and provide training on ITIL, ITSM and usage of the ServiceNow Common Services Data Model within ServiceNow Coordinate and/or facilitate customer meetings as necessary in the ITSM Process Design spaces Participate in an Agile environment that focusses on continual improvement Growth opportunities to work on Engineering areas within ITSM and ITOM Business Analysis or Engineering ServiceNow areas depending on skills and interest Skills At least 1 year of experience operating and/or managing within ServiceNow ITSM and CMDB spaces Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis Demonstrated certification, training or understanding in the ServiceNow Common Services Data Model Demonstrated experience working in a fast paced Agile based environment Proven ability to manage support interactions effectively with a high level of satisfaction from customers At least 3 years of experience operating and/or managing within ServiceNow ITSM and CMDB spaces Certifications: ITIL (Foundations or above), SAFE or other Agile certification ServiceNow technical certifications are an asset Benefits $4,000 per year for mental health support benefits $1,300 flexible benefit spending account Firm-wide closures known as 'Deloitte Days' Dedicated days off for learning (known as Development and Innovation Days) Flexible work arrangements Hybrid work structure Company Overview Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services. It was founded in 1845, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is