Job Specifications
Job Type: PermanentWork Model: HybridReference code: 127384Primary Location: Toronto, ONAll Available Locations: Calgary, AB; Halifax, NS; Ottawa, ON; Toronto, ON; Vancouver, BC
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.
By living our Purpose, we will make an impact that matters.
Have many careers in one Firm.
Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
Learn from deep subject matter experts through mentoring and on the job coaching
Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.
What will your typical day look like?
As the ITSM Process & Product Architect joining our team you will have the opportunity to work with multidisciplinary teams across Deloitte Technology to architect cutting edge processes and solutions targeted at modernizing our IT Service Management processes. This will include innovating in the latest technologies such as ServiceNow, Dynatrace, Observability, AI solutions, Cloud, Discovery and more.
We are looking to reshape how we deliver our IT Operations, and are looking for industry thought leaders and designers to join us on our path to new ways of thinking about IT Service Management.
If you find yourself leading the way in designing process, product and automation solutions, and are looking for an exciting opportunity to explore next generation approaches, then we are also looking for you!
Specific responsibilities will include:
Design, architect, and innovate in the latest areas of IT Service Management including incorporating Agentic AI into our customer experiences, monitoring solutions and automated workflows
Responsible for as is process assessments to surface process gaps and architect solutions in conjunction with the technical teams
Craft guiding principles and standards for our organization across Service Strategy, Transition, and Operations to build a truly modern value stream in ITSM
Influence the technical roadmap leveraging existing platform capabilities & governance guardrails 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 technologies
Drive integrating several leading-edge monitoring solutions into a common workflow engine using ServiceNow to help automate remediation and self-healing techniques
Review client requirements including analysis of business pain points to design technical solution options based on platform capabilities, and current architecture
About The Team
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.
Enough about us, let’s talk about you
Do you possess the following?:
At least 5-7 years of experience designing and developing IT Operations processes with 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
Exposure to automating process, customer interactions, Predictive or Agentic AI and/or machine learning in concept and in practice
Excellent verbal, written and presentation skills to varied levels of stakeholders and ability to distill difficult technical concepts into understandable designs
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
Prior experience recommending product solutions that integrate holistically with ITSM and/or ITIL processes
About the Company
Deloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete. Deloitte invests in outstanding people of diverse talents and backgrounds and empowers them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities. DTTL (also refer...
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