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Operations Analyst

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Date Posted: Jun 7, 2019

Reference Code: 45357-en_US

Job Type:  Permanent 
Primary Location: Victoria, British Columbia, Canada 
All Available Locations: Victoria 

External Posting Description

Deloitte’s Application Management Services (AMS) practice is seeking an experienced Operations Analyst to fill a unique role that blends key elements of Service Management, Project Management and Quality Assurance Management. As a member of the AMS Operations Support Team, you will play a key role serving our AMS external and internal clients and driving selected AMS practice continuous improvement initiatives.


Position Overview:

  • Coordinate / manage Service Management activities (e.g. Request triage, Incident management, service level management, reporting requests)
  • Manage / engage in project work and AMS support delivering high quality solutions as required
  • Drive, manage, and track effectiveness of internal initiatives (e.g. ITIL compliance,  Deloitte Methodology and tool training and adoption)


This role will consider candidates requiring a flexible work arrangement. Accessibility after hours may also be required.

Primary Responsibilities:

  • Provide AMS engagement support
    • Coordinate and/or execute requests as requested by engagement leadership
    • Escalate issues as necessary by following defined escalation procedures
    • Track and report on compliance of Service Levels, Incident Volumes, and other Operational reports
    • Create and maintain customer Deliverables and Reports with technical staff
    • Work with technical team to resolve Incidents and Service Requests
  • Support AMS operations and engagement account administration
    • Coordinate client set up and onboarding on Deloitte and/or client service management applications
    • Coordinate client requirements collection for request management and service management reporting
    • Coordinate all training requirements for AMS practitioners and Management on new/updated AMS applications and tools
    • Project and Access requests for all Deloitte resources through client programs and processes
  • Identify, manage and roll-out AMS practice process improvement initiatives
  • Drive all administrative aspects of AMS Service Management tool (Remedy – Incident Monitor - SharePoint)
    • Drive continuous improvements as Canadian Change Coordinator liaising with firm Methods and Tools group as required
    • Identify reporting requirements, manage report development and execution as required
    • Coordinate all support requests


  • Minimum 3 years' experience supporting multiple stakeholders, in a professional, fast-paced and deadline-driven environment
  • Demonstrated aptitude to prioritize tasks based on comparative importance and urgency
  • Comfortable working in a client-facing environment with individuals at all levels within an organization
  • Detail-oriented, highly organized self-starter with the demonstrated ability to work under minimal supervision
  • Ability to work collaboratively, leveraging appropriate firm and external resources to manage, own and minimize administrative tasks
  • Excellent verbal and written communication skills;
  • Excellent interpersonal skills and a demonstrated ability to build effective working relationships
  • Advanced level knowledge of Microsoft Office Suite (Excel, PowerPoint, Outlook, Word)
  • Working knowledge of SharePoint is an asset
  • Demonstrated enthusiasm for continuous learning relevant to the role
  • Post-secondary degree required


Why Deloitte?

Launch your career with The One Firm where you can make a greater impact than you ever thought possible. With endless opportunities at every turn, and a culture built to support and drive our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, and lead.

At Deloitte, we understand that everyone, and their career goals, are different. As a firm, we help create the conditions and opportunities that will enable our people to thrive – both professionally and personally. We do this by making three commitments to our people:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to work how you want, and we have innovative spaces and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

Apply now and let us show you how to push your career to the next level at Deloitte. The One Firm. For You.

Deloitte is an inclusive employer dedicated to building a diverse workforce.  We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout this process.  Information received relating to accommodation will be addressed confidentially.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted



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