IT Process​/Application Support Analyst

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:

As an IT Process/Application Support Analyst III at Thermo Fisher Scientific, you'll contribute to enhancing our IT service delivery and application management capabilities. You'll collaborate with cross-functional teams to implement process improvements, manage service levels, and ensure operational excellence. This role combines technical expertise with business acumen to support our mission of enabling customers to make the world healthier, cleaner, and safer.

Your responsibilities will include managing IT service performance, coordinating service reviews, analyzing metrics, and implementing continuous improvement initiatives. You'll facilitate communication between technical teams and business stakeholders, ensuring alignment of IT services with business needs. The role involves maintaining service documentation, conducting performance analysis, and implementing process improvements while adhering to ITIL frameworks and best practices.

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.
Own the development lifecycle, managing technical risks throughout the project.
Enforce coding standards and conduct code reviews.
Manage technical resources within budget and project schedules.
Deliver high-quality services to clients.
Communicate complex topics in a clear and understandable manner.
Collaborate with IT staff to ensure project delivery.
Maintain a strong results orientation and proficiency in problem solving.

REQUIREMENTS:

• Bachelor's Degree plus 5 years of experience in IT Request Management and ITSM processes

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

• ITIL Foundation Certification preferred

• 3-5 years experience with Service Now and/or Service Manager platforms, including report generation and query capabilities

• Strong knowledge of ITIL framework and IT Service Management principles

• Advanced proficiency in Microsoft Office suite, especially Excel, Word, and Share Point

• Experience with data analytics and dashboard development

• Strong analytical and problem-solving capabilities

• Excellent verbal and written communication skills

• Demonstrated ability to build and maintain effective relationships with stakeholders at all levels

• Experience in service level management and performance metrics

• Demonstrated experience in process improvement and documentation

• Strong project management and organizational skills

• Ability to work independently while collaborating effectively with teams

• Focus on service excellence

• Aptitude for learning new technologies

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