Our Deloitte AI & Engineering team to transform technology platforms, drive innovation, and help make a significant impact on our clients’ success. You’ll work alongside talented professionals reimagining and reengineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.
Work You’ll Do
- Discovery & Assessment:
- Collaborate with DMV stakeholders to gather requirements and understand existing support challenges related to DMV systems.
- Analyze current workflows, pain points, and user needs to inform help desk design.
- Help Desk Design:
- Develop the overall structure, processes, and service model for the DMV Help Desk.
- Define roles, responsibilities, and escalation paths within the help desk team.
- Create documentation, training materials, and standard operating procedures.
- Stakeholder Engagement:
- Facilitate workshops and meetings with DMV business users, technical teams, and DMV representatives to validate requirements and proposed solutions.
- Serve as the primary point of contact throughout the design and implementation phases.
- Implementation Planning:
- Develop a roadmap for help desk rollout, including resource planning, technology selection, and change management strategies.
- Establish metrics and reporting mechanisms to monitor help desk performance post-launch.
- Continuous Improvement:
- Recommend enhancements based on feedback and evolving business needs.
- Ensure alignment with DMV policies and standards.
- Demonstrated experience in process discovery, solution design, and stakeholder management.
- Strong analytical, communication, and project management skills.
The Team
Deloitte’s Government & Public Services (GPS) practice – our people, ideas, technology and outcomes – is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
Our Industry Solutions clients seek verticalized solutions that transform how they sell products, deliver services, generate growth, and fulfill mission-critical operations. The Industry Solutions offering delivers integrated business expertise with repeatable scaled technology solutions that are specifically engineered for each sector’s IndustryAdvantageTM.
The Project Delivery Talent Model is designed for professionals with specialized skills that align to a current client need. Team members focus on delivering services to clients, without additional expectations related to business development or promotion. Their employment is tied to their role on a project, and they are eligible for a benefits package that is competitive for project delivery-focused professionals.
Qualifications
Required:
- Bachelor’s degree in Information Technology, Business Administration, or related field (or equivalent experience).
- 5+ years of experience in business analysis, help desk design, or customer support in government or transportation sectors.
- Ability to work onsite in Hartford, CT up to 70% of the time.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred:
- Experience with help desk implementation projects.
- Knowledge of DMV applications
- Familiarity with DMV business processes and systems is highly desirable.
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
