Services Specialist II

• *Services Specialist II**

• *The team**

Deloitte Technology's USI organization delivers enterprise technology services that keep Deloitte running globally. As a Service Orchestration Lead Analyst, you'll be part of a close\-knit USI team working in direct partnership with the USI Manager and US\-based counterparts to ensure smooth, 24/7 service operations. This is an excellent opportunity to build deep expertise in ITSM, service governance, and enterprise operations — with a clear path to grow within the Service Orchestration function.

As a Service Orchestration Lead Analyst (USI), you will

• Support end\-to\-end ticket orchestration activities including intake, categorization, triage, routing, and status tracking across multiple support organizations and service towers

• Monitor service queues and operational dashboards to ensure tickets are progressing appropriately, flagging delays, misroutes, or SLA risks to the USI Manager

• Assist in the preparation of operational reports and performance summaries, compiling data on ticket volumes, resolution times, and SLA attainment

• Support escalation handling by gathering relevant issue details, coordinating initial triage, and facilitating communication between teams during high\-priority incidents

• Identify recurring service patterns and contribute to process improvement initiatives, including documentation updates, workflow refinements, and self\-service enablement efforts

• Maintain accurate records and contribute to knowledge base articles, standard operating procedures, and governance documentation for the Service Orchestration function

• *Preferred Skills:**

• Ability to work independently and collaborate as part of a team

• Effective written and verbal communication skills

• Meticulous attention to detail and quality of work product

• Ability to build and sustain professional relationships

• Ability to lead projects or workstreams

• Ability to manage and prioritize multiple tasks in a fast\-paced and dynamic environment

• Strong interpersonal skills and professional demeanor

• Ability to meet deadlines

• Ability to provide clear guidance to others

• Ability to work during core US–USI overlap hours to enable seamless collaboration and operational continuity.

• *Qualifications**

• *Required:**

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent experience

• 6\+ years of experience in IT operations, service desk, service management, or a related support function

• Familiarity with IT service management concepts including incident management, ticket triage, and SLA monitoring

• Strong attention to detail with the ability to manage and track multiple open items simultaneously

• Effective written and verbal communication skills, with the ability to coordinate across teams and time zones

• Proficiency with productivity and reporting tools (e.g., Microsoft Excel, SharePoint, or similar platforms)

• *Preferred:**

• ITIL Foundation certification or working knowledge of ITIL principles

• Experience with ServiceNow or a similar enterprise service management platform

• Exposure to operational dashboards, reporting tools, or data visualization platforms

• Experience working in a global or 24/7 support environment

• Interest in or exposure to automation, AI, or self\-service technologies in a service context

• *Our purpose**

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

• *Our people and culture**

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

• *Professional development**

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state\-of\-the\-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

• *Benefits to help you thrive**

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

• *Recruiting tips**

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 359868