Analyst | ITSM (IT Service Management) | Bengaluru | ServiceNow

Deloitte’s interview process typically spans 3‑4 rounds. The first round is an online aptitude test followed by a coding challenge. Subsequent technical interviews probe deep ServiceNow knowledge, ITSM processes, and problem‑solving abilities. A managerial round assesses project experience and cultural fit, and the final HR round covers compensation, expectations, and company policies. Candidates are advised to be clear on core ServiceNow concepts, practice scenario‑based questions, and demonstrate strong communication skills.

Deloitte fosters a collaborative, merit‑based culture where learning is continuous and employees are encouraged to take ownership of their growth. The firm provides structured mentorship, regular skill‑upgradation programs, and a healthy work‑life balance supported by flexible work arrangements and wellness initiatives.

Graduation (UG) in any engineering/technology discipline or equivalent; minimum 60% aggregate (or CGPA 6.5/10); no active backlogs at the time of joining; preferably holding ServiceNow certifications such as CSA, CAD, or CIS‑ITSM; strong communication skills; eligibility to work in India without sponsorship.

Round 1: Online assessment – aptitude (logical reasoning, quantitative) and basic coding (JavaScript/SQL). → Round 2: Technical interview – deep dive into ServiceNow concepts, ITSM processes, scripting, and integration scenarios. → Round 3: Managerial interview – discussion on past projects, problem‑solving approach, and cultural fit. → Round 4: HR interview – compensation, career aspirations, and company policies.

Deloitte Touche Tohmatsu India LLP is one of the world’s leading professional services firms, offering audit, tax, consulting, and financial advisory solutions to a diverse set of clients across industries. In India, Deloitte has built a reputation for delivering innovative, technology‑driven outcomes that help organisations navigate complex business challenges. The firm’s culture emphasizes continuous learning, collaboration, and a strong commitment to societal impact, making it a preferred destination for ambitious talent. The Analyst – ITSM (IT Service Management) role is part of Deloitte’s Enterprise Technology & Platforms (ET&P) practice, which focuses on designing, building, and managing technology solutions that act as the backbone of client operations. Based in Bengaluru, the analyst will work on ServiceNow, a leading cloud‑based platform for IT service delivery, and will be instrumental in shaping end‑to‑end ITSM experiences for large enterprises. Key responsibilities include: 1. Supporting the implementation, configuration, and enhancement of ServiceNow ITSM modules such as Incident, Problem, Change, Request, Knowledge Management, Service Catalog, and Virtual Agent. 2. Collaborating with business stakeholders, process owners, and technical teams to gather requirements, translate them into scalable solutions, and ensure alignment with governance standards. 3. Designing and developing workflows, Flow Designer automations, business rules, client scripts, UI policies, and reusable platform components. 4. Building custom and scoped applications using ServiceNow App Engine to address unique client needs. 5. Creating advanced reports, dashboards, KPIs, and Performance Analytics visualisations for operational and executive decision‑making. 6. Developing and maintaining integrations with third‑party tools via REST APIs, SOAP web services, MID Server, and IntegrationHub. 7. Troubleshooting production incidents, performing root‑cause analysis, and delivering timely defect fixes and platform enhancements. 8. Assisting in UAT planning and execution, validating test scenarios, expected outcomes, and ensuring deployment readiness. 9. Participating in Agile ceremonies, using tools like Jira and Confluence to track progress and maintain transparency. 10. Mentoring junior team members and contributing to knowledge‑sharing sessions within the practice. The ideal candidate brings 2‑3 years of hands‑on ServiceNow consulting or development experience, strong expertise in ITSM modules, and solid JavaScript/Glide scripting skills. Deloitte offers a vibrant, inclusive environment with ample opportunities for professional growth, certifications, and exposure to cutting‑edge technology projects. By joining Deloitte, you become part of a global network that values innovation, impact, and personal development, positioning you for a rewarding career trajectory in the technology consulting space.