Thermo Fisher Scientific Incident Resolution & Prevention Champion in Pittsburgh, Pennsylvania
Incident Resolution & Prevention Champion
When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
The Incident Resolution & Prevention Champion is accountable for establishing & implementing a strategy to resolve and reduce the overall number of IT Incidents. The Champion will report into the IT Business Services Lead and oversee a team of Incident Management & Knowledge Management analysts.
What will you do?
Create and implement a strategy to ultimately reduce the number of IT Incidents
Develop and manage the roadmap for the evolution of the Incident Management and Knowledge Management processes that support the prevention of future IT incidents
Elicits business, functional and technical requirements from stakeholder and transforms those requirements into system specifications for implementation into Thermo Fisher IT Service Management (ITSM) tools (ServiceNow, HP PPM, etc)
Define and implement best practices and standards to improve process execution efficiency
Collaborate with other Process Champions, Managers & Analysts to develop a cohesive ITSM strategy
Acts as liaison to IT groups to promote the value and benefits of ITIL processes as well as explain ITSM tool functionality
Perform testing for specific features where configuration is required
Facilitate User Acceptance testing and user training
Document technical, functional, process, user manual and training documentation
Coordinate and manage the day-to-day process activities, workflows and work instructions
Enacts system audit practices and conduct audits to ensure data integrity
Leads process integration efforts with other ITSM processes
Ensure that processes and sub-processes are compliant with SOX, HIPAA, PCI and any other legal or regulatory controls
Supports design, development, and implementation of automated processes for gathering, populating, and maintaining process data
Develops KPI’s to measure the effectiveness of processes and utilizes those KPI’s to help continuously improve overall IT Service quality
Ensures all reporting and data is delivered in a timely manner
Maintain and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
Initiate follow-up actions to correct any problems or inefficiencies arising during execution of the Process
Work with external partners and third party suppliers whenever necessary to support the Process
How will you get here?
Bachelor’s Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience
Minimum of 5 years of experience with ITIL oriented (operational or service management) processes, tools and governance models for service desk, service catalog, configuration management, problem management, incident management, demand management, service level agreement management and capacity management.
Demonstrated experience with industry leading, ITIL based processes that support effective Service Management, management of public, private and hybrid cloud and the “as a service” ecosystem
3 years of experience working in a similarly complex technical organization
ITIL Foundations V3 certification desired
ServiceNow and/or Certified Business Process Analyst (CBAP) certification preferred
Knowledge, Skills, Abilities
Excellent documentation skills including process flow documentation required
Able to independently lead a team and hold them accountable for execution
Must have the ability to question the status quo
Ability to translate details into specific tasks needed to accomplish a task or solve a problem
Ability to problem solve and work well in complex, ambiguous situations
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
Proven ability to navigate the technology environment and work effectively with multiple groups
Strong negotiation/persuasion and analytical skills
At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
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.