IT Service Management Analyst

Job Title

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.

Job Description

The IT Service Management (ITSM) Analyst supports this mission by helping ensure reliable, high-quality IT services across the enterprise. This role supports Incident, Change, and Problem Management processes and assists with day-to-day ITSM operations using ServiceNow. The ITSM Analyst works closely with IT operations, application support teams, and business partners to ensure tickets are managed efficiently, processes are followed, and service commitments are met.

Key Responsibilities

• Support Incident, Change, and Problem Management activities within ServiceNow.

• Monitor and manage incoming ITSM tickets to ensure accurate categorization, prioritization, and timely progression.

• Assist with incident escalation and coordination, including support for major incident communications and documentation.

• Support change management processes, including change record validation, scheduling, and coordination with stakeholders.

• Participate in problem management activities, including trend analysis and documentation of root cause findings.

• Ensure ITSM processes are followed in alignment with Thermo Fisher standards and ITIL best practices.

• Maintain and update knowledge articles and process documentation in ServiceNow.

• Assist in preparing operational reports and dashboards related to ticket volumes, SLA performance, and trends.

• Collaborate with cross-functional IT teams to identify opportunities for process improvement and automation.

• Support audits and compliance activities by ensuring accurate and complete ticket documentation.

Requirements

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• 0–2 years of experience in an IT support, service desk, or IT operations environment.

• Familiarity with IT service management concepts and ticketing systems.

• Strong attention to detail and ability to follow defined processes.

• Effective written and verbal communication skills.

• Ability to work in a fast-paced, enterprise IT environment.

Preferred Qualifications:

• Exposure to ServiceNow (academic, internship, or professional experience).

• Basic understanding of ITIL practices (Incident, Change, and Problem Management).

• ITIL Foundation certification or willingness to obtain.

• Experience working in a regulated or global enterprise environment.