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