IT Service Delivery Analyst II

at  Thermo Fisher Scientific

EDUCATION

• Degree in Information Technology, Business Administration, or related field.
• Equivalent work experience is accepted

REQUIRED SKILLS & EXPERIENCE

• 1+ years of meaningful experience with IT Request Management
• 1-2 Experience with ServiceNow tool and ability to run reports & queries within the tool
• Experience with, and knowledge of, the ITIL framework as well as ITSM
• Knowledge and experience with Microsoft Office products (Word, Excel, SharePoint) Ability to grasp modern technology quickly
• Building and maintaining interpersonal relationships
• Good analytical and problem-solving skills
• Production of high-quality written documentation, communications materials and proficient in verbal communication
• Hardworking, collaborative, and positive behavior
• Ability to prioritize and multitask
  Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
  Apply today! http://jobs.thermofisher.com
  Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status

ROLES & RESPONSIBILITIES

Discover Impactful Work!
The Service Delivery Analyst will play an important role in supporting the SIS suite of services by coordinating feedback collection through customer services reviews and driving improvements based on data. Collaborating closely with the Service Delivery team, IT Service Delivery leaders, and additional supportive team members, this role will facilitate the progression of services. Responsibilities will extend to assisting in Service Review meetings, helping to develop action plans derived from customer feedback, and driving continuous enhancement of Service Improvement strategies.

WHAT WILL YOU DO?

A day in the Life:

• Portray one CIS team, providing outstanding services for colleagues as liaison between the business group’s IT teams and CIS
• Support centralized CIS Data Strategy including:
• Coordinating Bi-Monthly and Quarterly Updates
• Assisting with development of metrics & key performance indicators
• Developing dashboard requirements with input from others

Service Monitoring and Reporting

• Monitor IT service performance against service level agreements (SLAs).
• Assist in preparing regular reports on service metrics and performance for internal use.
• Identify and report any service performance issues or trends to senior staff.

Incident and Request Fulfillment

• Assist in managing the lifecycle of incidents and service requests.
• Coordinate with IT support teams to ensure timely resolution of issues.
• Communicate updates and resolutions to our internal partners.

Process Improvement

• Support the development and improvement of service delivery processes.
• Participate in service review meetings and process workshops.
• Implement new processes and tools under the guidance of senior staff.

Partner Communication

• Serve as a point of contact for service-related inquiries from users and internal teams.
• Ensure effective communication across all levels of service management.
• Build and maintain relationships with internal clients and external vendors.

Documentation and Compliance

• Maintain accurate documentation for service delivery processes.
• Ensure all service management activities adhere to organizational compliance standards.
• Establish positive relationships with CIS customers and service provider leaders and gain feedback on a consistent basis to collate and share with CIS leadership
• Drive continuous improvement of the program with utilization of PPI through using all available data to share recommendations with leadership on process improvement and optimization ideas