MSI Coorindator Analyst

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

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 -

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.