Deloitte India Hiring 2026: Analyst – ITSM | Bengaluru (Req 108725)

Company: Deloitte Touche Tohmatsu India LLP (Deloitte India)
Job Title: Analyst | ITSM
Job Requisition ID: 108725
Service Line / Practice: Technology Strategy & Transformation (Enterprise Technology & Performance – ET&P)
Work Arrangement: On-Site / Hybrid
Employment Type: Full-Time
Experience Level: Freshers to Early Career Professionals (0–2 Years Experience)
Location: Bengaluru, Karnataka, India

Deloitte Touche Tohmatsu India LLP provides audit, consulting, financial advisory, risk advisory, and tax services to leading domestic and multinational enterprises. The Technology Strategy & Transformation practice within Deloitte India’s Enterprise Technology & Performance (ET&P) offering enables client organizations to modernize, optimize, and govern their technology ecosystem to drive functional excellence and long-term business growth.

The Analyst | ITSM role focuses heavily on Service Request Management, workflow design, and ITIL-aligned process governance. Working closely with service owners, fulfillment teams, and enterprise stakeholders, the analyst ensures that service requests are logged, routed, fulfilled, and measured against strict Service Level Agreements (SLAs).

• Service Request Lifecycle Management: Own and manage end-to-end Service Request Management workflows, ensuring requests are accurately logged, categorized, prioritized, and resolved within target SLAs.
• Service Catalog & Workflow Design: Collaborate with service owners, support engineers, and business leaders to define, maintain, and optimize the enterprise service request catalog, approval chains, and fulfillment paths.
• Stakeholder Communication & Visibility: Ensure consistent transparency and status updates for end users regarding request progress, expected resolution times, and fulfillment milestones.
• Backlog & SLA Monitoring: Track request volumes, backlog aging, and SLA compliance metrics to proactively address operational bottlenecks.
• Self-Service & Process Automation: Identify automation opportunities and drive self-service adoption via Service Portals, automated approval loops, and knowledge management articles.
• Cross-Process Alignment: Partner with Incident, Change, Problem, and Knowledge Management teams to deliver cohesive IT services.
• Continuous Service Improvement (CSI): Analyze operational performance metrics, identify recurring friction points, and implement process optimizations.
• Reporting & KPIs: Build and maintain operational documentation, key performance indicators (KPIs), and performance dashboards for stakeholder reviews.
• Team Training: Support and train fulfillment teams on process compliance and effective ITSM tool utilization (e.g., ServiceNow, Remedy).

Academic Credentials

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline.

Experience & Competencies

• Work Experience: 0 to 2 years of experience in IT Service Management (ITSM), IT operations, or service desk governance.
• ITSM Concepts: Practical understanding of Service Request Management, Service Catalogs, and ITIL best practices.
• Tool & Process Exposure: Prior experience or exposure to ITSM tool configuration, workflow design, or process improvement initiatives.
• Desirable Experience:
  • Exposure to global delivery models, managed service environments, vendor management, or client-facing consulting engagements.
  • Experience with KPI tracking, delivery governance, and operational reporting.

• Estimated Base Salary: ₹4.5 LPA to ₹6.5 LPA (CTC), depending on relevant internship/work experience, ITIL certifications, and interview evaluation.
• Corporate Benefits:
  • Comprehensive group medical, life, and personal accident insurance.
  • Professional learning budgets and support for ITIL certifications.
  • Structured career acceleration programs within Deloitte ET&P.
  • Flexible work options and employee wellness support programs.

1. Application & Resume Screening
   (Verification of CS/IT degree background, ITSM exposure, & Bengaluru base location)
   ↓
2. Online Aptitude & Technical Assessment
   (Analytical reasoning, core ITIL concepts, ITSM workflows, & scenario logic)
   ↓
3. Technical Interview Round 1
   (In-depth evaluation of ITIL framework, Incident vs Service Request distinction, Service Catalog design, & SLAs)
   ↓
4. Managerial & Consulting Scenario Round
   (Assessment of stakeholder management, handling SLA breaches, process improvement ideas, & delivery governance)
   ↓
5. HR Discussion & Offer Rollout

• ITIL V4 Core Concepts: Clear distinction between an Incident (unplanned service disruption) and a Service Request (formal request for a tool, access, or information). Understanding the Service Value System (SVS) and Continuous Service Improvement (CSI) cycle.
• Service Request Lifecycle: Request submission, multi-level approvals, auto-routing rules, fulfillment verification, and closure feedback loops.
• ITSM Metrics & KPIs: Mean Time to Fulfill (MTTF), First Contact Resolution (FCR), SLA Compliance Percentage, Backlog Aging, and Customer Satisfaction (CSAT) scores.
• Service Catalog & Portals: Designing intuitive request forms, mapping workflow dependencies, and setting realistic operational level agreements (OLAs).

• ITSM & ITIL Governance: IT Service Management (ITSM), ITIL V4 Framework, Service Request Management, Service Catalog, Request Fulfillment, Continuous Service Improvement (CSI), Process Optimization
• Operations & Reporting: SLA Compliance, KPI Tracking, SLA/OLA Metrics, Delivery Governance, Operational Dashboards, Backlog Management, Stakeholder Communication
• Tools & Portals: ServiceNow, BMC Remedy, Jira Service Management, Service Portals, Self-Service Enablement, Workflow Automation, Knowledge Articles
• Practice Area: Technology Strategy & Transformation, Enterprise Technology & Performance (ET&P), Global Delivery, Vendor Management

1. What is the Job Requisition ID for this position?

The official job ID is 108725.

2. Which Deloitte entity is hiring for this role?

This position is under Deloitte Touche Tohmatsu India LLP within the Technology Strategy & Transformation (ET&P) practice.

3. Are freshers eligible to apply?

Yes. Candidates with 0 to 2 years of experience holding a Bachelor’s degree in Computer Science, IT, or related fields are eligible to apply.

4. Where is this role located?

The primary base location for this position is Bangalore (Bengaluru), Karnataka, India.