Deloitte Service Portfolio Analyst in Hermitage, Tennessee

Job Description

Service Portfolio Analyst

Position acts as Service Portfolio analyst responsible for the development, maintenance and improvement of core ITSM Service Portfolio process, as well as in the development, analysis and reporting of Key Performance Indicators (KPI s) and metrics. This role will interact closely with the ITSM Service Portfolio Manager to understand customer and stakeholder requirements for key activities, to ensure alignment with ITSM initiatives, and drive continuous process improvement.


Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas. Current ITSM areas supported for Service Portfolio and support others in ITSM process.

Perform Portfolio Management functions, project sequencing and analysis to optimize the project portfolio while minimizing resource constraints.

Proactively identify trends and patterns and generate insights for IT.

Define, establish, and implement enhancements to IT capacity planning and resource planning to include process definition, procedural documentation, tool requirements and enhancements and end user training.

Proactively collaborate with project teams, resource managers, and project leaders on resource needs and resolve resource constraints as they arise.

Planning and management at the portfolio level: tracking of actuals and accruals; month end reporting and variance analysis; reconciliation with Finance during budgets and projections in conjunction with portfolio approved spend on all projects.

Design, develop, analyze and report on critical portfolio metrics and scorecards.

Translates business needs into analytics/reporting requirements to support executive decisions and workflows with required information ensuring that complicated information is delivered effectively and efficiently.

Partner with key stakeholders to understand their information needs and identifies ways to visualize and present information in a user-friendly manner.

Evaluate project requests cross-functionally and within application areas in partnership with application owners to determine resource requirements, durations, and competencies.

Enhance the process and reporting to insure accuracy and quality of data. # Support the annual strategic planning and budgeting processes # Identify and prioritize opportunities for improvement within the context of portfolio management governance.

Works closely with team to understand business stakeholder environment and collect requirements.

Operates and provides day-to-day administration of the ITSM tool, following defined ITSM processes.

Focuses on KPI measurement, providing a means for gathering and reporting on data.

Assists in the development and implementation of improvements to the processes and the tools that support them

Generates periodic and Ad-Hoc reports from IT Service Management tool regarding status of ITSM performance indicators.

Job Requirements


Bachelor s degree in Computer Science or Computer Information Systems, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.


  • Minimum 1 years experience

  • Working knowledge of ServiceNow

  • Requires knowledge utilizing and configuring ServiceNow to provide customer solutions

  • Experience in Information Technology using ITSM or ITIL best practices

  • Preferred foundational knowledge of agile methodology

  • Preferred experience includes working knowledge of JavaScript, HTML, and CSS Skills Working knowledge of IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, tools and methodologies Knowledge and use of relevant PC software applications, including Microsoft Office and Microsoft Visio, and skills to use them effectively Demonstrated ability to communicate effectively both verbally and in writing Customer Service oriented and possesses interpersonal skills Detail-oriented and possesses organizing and priority setting skills Demonstrated ability to solve problems and manage conflict with effective solutions Is action-oriented and is able to drive for results-Or-

  • An equivalent competency level acquired through a variation of these qualifications may be considered. Certificates, Licenses, Registrations ITIL Foundations certification or other relevant foundational level certification in ITSM frameworks Qualifications

  • Bachelor's degree required. Preference to Finance, Math, Business, Economics, or demonstrable analytical field.

  • Minimum 2 years of experience, preferably in a customer facing or client services role

  • Experience working with large data sets and performing financial or data analysis

  • Strong Microsoft Excel skills required; Access skills desired

  • High attention to detail with strong drive for accuracy

  • Ability to prioritize work and balance multiple projects

  • Ability to build, establish, and manage collaborative relationships

  • Excellent problem solving and analytical thinking skills

Category: Information Technology

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see 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.