IT Service Management Specialist

Job description

As an IT Service Management Specialist , you will be part of the Corporate IT organization and join the Service Management team , supporting laboratory users globally on LIMS (Laboratory Information Management System) solutions. You will act as a key link between business and IT, managing stakeholder communication, service management processes and tools, while driving continuous service improvements to deliver a high-quality user experience.

Responsibilities

Business Communication Management

• Communicate with stakeholders on an ongoing basis about all aspects of service support and understanding business priorities
• Support the business in problem management and escalation processes
• Coordinate testing activities with lab users of requested new functionalities and/or incident fixes
• Work closely with Business/Lab users and rollout teams to onboard successfully new users to support & service management process & related tools

Service Management

• Verify the actual service level against the defined SLAs for Laboratory Solutions.

Collaborate proactively with all support levels for continuous improvements.

Regular review of support ticket backlog and drive resolution with different teams Update & improve service management processes & tools to generate efficiency gains Own Change Management

• Process for application changes in collaboration with relevant teams Interaction with Application Delivery Teams
• Act as a liaison between business, support and application teams, facilitating clear & timely communication
• Manage the business priorities in alignment with Application Development teams

Qualifications

Graduate engineering/science/IT or business management or related subjects Minimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processes

Required Skills

Passionate about service management & its opportunities to continuously improve Obsessive for being the voice of the Business in each service initiative.

Highly organized

proven ability to proactively manage time effectively when handling multiple simultaneous activities Continues improvement mindset with a focus on business impacts Dynamic, proactive and excellent team player

• Strong analytical skills to understand dependencys and propose solutions to business impacting issues Good communication skills with business stakeholders and with globally distributed teams Experience in service management methods and tools, including ITIL , IT4IT and Ticketing Systems Fluent in English (verbal and written) Nice to have LIMS Product Experience (G6, Starlims, Labvantage and /or others) Understanding of laboratory process & environment Client Portal Solutions like Salesforce
• Knowledge of Spanish