Deloitte Jobs

Job Information

Deloitte ServiceNow Service Portfolio Analyst in Hermitage, Tennessee

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

ServiceNow Service Portfolio Analyst

Location: Hermitage, TN

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte s Information Technology Services (ITS). We are insatiably curious and life-long learners focused on technology and innovation.

Become a part of the expanding team of IT Service Management where you will have the opportunity to create an impact by ensuring that Technology and Infrastructure IT controls are monitored, meeting their objectives and are continually improving in order to sustain a rapidly changing environment and controls landscape.

Work You ll Do

The ServiceNow Service Portfolio Analyst will support the ITSM Management Tool. The Analyst will support 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.

The team

Technology & Infrastructure

The Technology and Infrastructure Organization works together to transform how ITS deploys technologies and services that meet the dynamic needs of Deloitte professionals and help increase their productivity.

Service lines:

  • Unified Communications

  • Infrastructure Operations

  • Office of Technology and Infrastructure

  • Service Management

  • Solutions Delivery

  • Technology Support Services

  • Visual Technology and Solutions

  • Cloud Solutions Center

IT Service Management (ITSM) is a process-based practice that aligns the delivery of information technology services with needs of the business, emphasizing benefits to customers. ITSM involves a shift from managing IT as individual components to focusing on the delivery of end-to-end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management. ITSM employs ITIL documented best practices and in most cases extends beyond into additional areas such as enhanced processes and implementation to provide additional value-added functionality. At present, ITSM methods have evolved to include specific ways to enable and optimize assessment, planning, and implementation of ITIL best practices. Although managing the technology itself is a necessary component of most ITSM solutions, it is not a primary focus. Instead ITSM addresses the need to align the delivery of IT services closely with the needs of the business.

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.