Assistant Manager - ITSM & ITOM Engineer

Assistant Manager - ITSM & ITOM Engineer - Deloitte Support Services India Private Limited

Key Responsibilities:

• Design, Integrate and support our ITSM data solutions including ingestion methods which includes Discovery, Cloud Discovery and API ingestion using IRE technologies across on-premise and cloud providers (Azure, AWS & Google)
• Design and implement solutions with the ServiceNow Common Service Data Model (CSDM) in mind and support the continued implementation within ServiceNow ITSM areas
• Develop scripts, workflows and ServiceNow Catalog items across ITSM, ITOM and CMDB in partnership and under the technical governance of ServiceNow Delivery within Deloitte Technology
• Work closely with teams to ensure that Discovery errors are managed and root causes identified so as to maintain an environment where we are automating and inheriting data
• Provide input to our technical roadmap to leverage the latest existing platform capabilities to support reduction of technical debt as applicable, while automating everywhere possible
• Work within diverse teams across our organization and vendor partners to collaboratively change our IT processes by bringing together experts in AI technologies, ServiceNow, Business Architecture, Service Excellence, Observability, Cloud (Azure, AWS and Google) and orchestration

• Participate in integrating several leading edge monitoring solutions into a common workflow engine using ServiceNow to help automate remediation and self-healing techniques
• Review and fulfill client requirements including analysis of business pain points to design technical solution options based on platform capabilities, and current architecture

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Location: Hyderabad

Work shift Timings: 11 AM to 8 PM

Qualifications

• At least 5-7 years of experience managing or operating ITSM, CMDB and ITOM solutions using enterprise grade solutions (with a minimum of 3 years within ServiceNow platform)
• Demonstrated experience with data governance and automation, including their application to complex hybrid cloud and on-premise solutions
• Proven experience with data modeling, health, and governance; with in-depth knowledge of data automation, Discovery (on-premise and Cloud) and Service Mapping.
• Strong proficiency in JavaScript, Glide, REST/SOAP APIs, and ServiceNow Flow Designer.
• Exposure to automation and monitoring toolsets, Predictive or Agentic AI and/or machine learning
• Excellent verbal, written and presentation skills to varied levels of stakeholders and ability to distill difficult technical concepts into understandable documentation
• Proven ability to work in and influence multidisciplinary teams in a matrix management environment
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• ServiceNow Software & Hardware Asset Management experience is an asset
• Preferred certifications:
• ServiceNow Certified Implementation Specialist and/or Certified System Administrator
• SAFE or Agile certification