IT Process Manager - Process Management Team

On site

Full time

Your future team

The Process Officer will play a dual role in overseeing the planning, organization, and execution of event management, while also being responsible for monitoring our IT infrastructure using Centreon. This unique position requires a combination of strong event management skills and technical expertise in infrastructure monitoring to ensure seamless operations and high availability of our systems. In this role of process officer, he/she can also be accountable and responsible for creation, development, and maintenance of IT ServiceNow based Configuration Management Data Base (CMDB). He/She will ensure information from across the IT ecosystem is represented in a cohesive a complete CMDB that supports Deloitte’s IT Service Management operations impact assessment and decision-making ability.

He/she, together with the Event Manager, the Configuration Manager, the Service Catalog Manager, the ServiceNow Administrators, the IT Service Owners, and different Business Owners will support maintaining IT processes (mainly event and configuration) for use in the end-to-end solution, program/project delivery, and ongoing service management operations. 

Your advantages of joining us

• Career growth, your way
  Access top-notch training and career development, with a clear progression path to help you level up at your own pace.
• Global impact, local connections
  Work on international projects and collaborate with diverse teams, all while making an impact locally.
  
  
• Innovative work that matters
  Tackle cutting-edge projects and utilize the latest tech, with all the tools you need to stay ahead.
  
  
• Inclusive, flexible culture
  Embrace a culture where your voice matters, with flexible hours to balance work and life seamlessly.
  
  
• Purpose-driven work
  Get involved in sustainability initiatives and community service, making a real difference while growing your career.

How you'll contribute to our success

• Support the Event Manager and Configuration Manager in daily activities, providing assistance to internal stakeholders and contributing to standard IT Configuration Management methodology and documentation.
• Configure and administer Centreon to ensure comprehensive monitoring coverage, proactively identify and resolve infrastructure issues, and generate/analysis reports on system performance and reliability.
• Develop and implement monitoring best practices in collaboration with IT teams to ensure infrastructure stability, availability and optimal performance for event operations and business processes.
• Build and maintain, together with the Configuration Manager, a coherent, accurate and complete CMDB, performing regular updates and maintenance and improving data integrity and change tracking.
• Participate actively in Continual Service Improvement (CSI) for Configuration Management, writing requirements, specifications and guiding documentation to ensure processes are understood by all stakeholders.

Your skills

Must have

• Bachelor’s degree in Computer Science, Information Systems, or a related IT field (or equivalent experience).
• ITIL Foundation v3 or v4 certification.
• Solution‑oriented mindset with the ability to provide recommendations for the current and future platform.
• Familiarity with processes consuming Event and Configuration Management data (Incident, Problem, Asset, Change) and ability to generate KPI reports.
• Strong organizational skills, detail‑oriented, with excellent analytical and problem‑solving abilities to maintain process data integrity.
• Excellent collaboration, customer service and communication skills to work effectively in a team environment.
• Fluency in French and English.

Nice to have

• 1 year of experience with ServiceNow ITSM processes.
• Knowledge in Linux, MariaDB and Centreon.
• Experience designing or improving ITSM/ITOM reports and dashboards.
• Exposure to automation or scripting to support configuration/event management data quality.
• Experience contributing to process documentation or CSI (continuous service improvement) initiatives.

Interested? Please submit your resume in English

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With more than 2,600 employees and 98 nationalities, Deloitte Luxembourg is one of the Grand Duchy's largest, strongest and oldest professional services firms. For more than 75 years, our talented teams have been serving clients in various industries delivering high added-value offerings to national and international clients in audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. Deloitte Luxembourg is part of the global Deloitte network.

Deloitte provides leading professional services to nearly 90% of the Fortune Global 500® and thousands of private companies. Our people deliver measurable and lasting results that help reinforce public trust in capital markets and enable clients to transform and thrive. Building on its 180+-year history, Deloitte spans more than 150 countries and territories. Learn how Deloitte’s over 470,000 people worldwide work together every day to make an impact that matters at www.deloitte.com.