Position Summary
Are you looking to make an immediate impact where you can help our clients solve their business challenges? Deloitte's Core Business Operations (CBO) portfolio operates at the center of our client's business. By joining our team, you could help C-suite and program leaders transform their organization and accelerate mission execution through emerging and disruptive technologies, innovative business models, retooled program operations, and industry-driven solutions.
Work you'll do / Responsibilities
The Coordinator Analyst would work closely with the MSI Coordinator to assist with day-to-day tasks to support the team.
• Notify Team members of nearing SLA breaches three times per week via email
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• Monitor ITSLM daily to ensure related SLA categories are meeting expected levels across all towers
• Gather Exception Requests on behalf of ticket owners within mandatory timelines
• Assist in semi-quarterly Service Management Manual Compliance Reviews
• Schedule meetings for working sessions to ensure that team is on track for due dates
• Assist in Change and Incident ticket management (backup)
• Participate in weekly meetings to provide necessary updates (backup)
• Coordinate and conduct UAT testing in ServiceNow for new releases
• Assist with annual Customer Service Improvement Plans and Customer Experience Initiatives
• Liaise with the MSI to provide ticket-handling support
• Submit Incident and Enhancement tickets related to ServiceNow ticket issues
• Responsible for submitting tickets and tracking to resolution
• Assist with ServiceNow reporting and dashboard creation support for Teams
• Tracking creation and providing status updates once requests are submitted
The Team
Deloitte's Government & Public Services practice-our people, ideas, technology, and outcomes-is designed for impact. Our team of over 15,000 professionals bring fresh perspectives to help you anticipate disruption, reimagine the possible, and fulfill your mission promise.
Our Operations Transformation offering transforms our clients' core business operations. We advise, design, implement, and deploy solutions that are focused on "heart of the business" issues across client organizations. Using deep sector knowledge and program management skills, we work alongside our clients to implement industry leading practices and manage their most important projects.
Required Qualifications
- Bachelor's Degree or equivalent work experience
- 1+ year of experience working with MS Office
- 1+ year of experience with SLAs
- Exposure to ServiceNow Fundamentals
- Conflict Resolution / able to work well with others
- 1+ year writing/ communicating in a business environment
- Must be detail-oriented
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- MUST BE LOCAL TO AUSTIN, TX
Preferred
- Ability to work onsite one day per month
Information for applicants with the need for accommodation - https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our people and culture
Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.
Our purpose
Deloitte's purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact.
Professional development
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Requisition code: 201732