IT Process​/Application Support Analysis

This job is with Thermo Fisher Scientific, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule
Second Shift (Afternoons)  Environmental Conditions
Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

Join our collaborative IT team as an IT Process Analyst II, where you'll contribute to optimizing and managing our IT service delivery. In this position, you'll work with cross-functional teams to identify, analyze, and resolve IT infrastructure challenges while supporting continuous improvement initiatives. You'll apply your expertise in ITIL frameworks and Service Now to enhance our IT processes, manage assets, and ensure consistent service delivery.

This role offers opportunities to contribute to essential IT operations, from problem management to configuration control, while working with modern technologies in a diverse environment.

KEY RESPONSIBILITIES:

Serve as the technical and/or functional SME for assigned applications.
Apply the full system development life cycle methodology to craft, build, test, and support solutions that meet business requirements.
Collaborate closely with business partners to gather and document project requirements.
Lead the development of solutions to address customer issues.
Work with technical teams to craft solutions aligned with business requirements.
Keep project managers informed about the status of development efforts and act as a liaison between development staff and project managers.
Build and implement development plans, adjusting as necessary to meet evolving needs.
Ensure technical teams contribute to our code library.
Be involve in development lifecycle, managing technical risks throughout the project.
Enforce coding standards and conduct code reviews.
Deliver high-quality services to clients.
Collaborate with IT staff to ensure project delivery.
Maintain a strong results orientation and proficiency in problem solving.

REQUIREMENTS:

• Bachelor's Degree plus 2 years of experience in IT service management with focus on Ticket management, Problem management, Change management, or Asset management

• Preferred Fields of Study:
Computer Science, Information Systems, Business Management, Engineering, or related field

• ITIL Foundation Certification preferred

• Strong proficiency with Service Now or Service Manager platforms, including report creation and system administration

• Demonstrated expertise in ITIL framework and IT service management processes

• Advanced analytical and problem-solving skills with ability to conduct root cause analysis

• Excellent written and verbal communication skills

• Experience in configuration management database (CMDB) maintenance and asset lifecycle management

• Strong understanding of IT infrastructure components and their relationships

• Ability to manage multiple priorities in a deadline-driven environment

• Proven experience in stakeholder management and cross-functional collaboration

• Experience with data analysis and reporting tools

• Proficiency in Microsoft Office suite, particularly Excel

• Customer-focused mindset with strong service orientation

• Self-motivated with ability to work independently and as part of a team

• Experience with IT asset management tools and processes preferred

• Knowledge of computer system validation principles a plus

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