IT Service Management Specialist
Core
Act as a key link between business and IT to support global laboratory users on LIMS solutions, managing service processes and stakeholder communication.
Role type
IT Service Management Specialist (Service Desk/Process Owner)
Builds
LIMS solutions and service management processes for laboratory users
Domain
Laboratory Information Management Systems (LIMS) / Testing, Inspection, and Certification (TIC)
Deliverable
dashboards & analysis
Required skills
Service management methods (ITIL, IT4IT), Ticketing Systems, Stakeholder communication, Problem management, Change management, Process improvement, Analytical skills, Time management
Preferred skills
LIMS product experience (G6, Starlims, Labvantage), Client Portal solutions (Salesforce), Laboratory process knowledge, Spanish language
Technologies
LIMS, ITIL, IT4IT, Ticketing Systems, Salesforce
Responsibilities
Communicate with stakeholders on service support and business priorities; Support problem management and escalation processes; Coordinate testing activities with lab users; Verify service levels against SLAs; Review support ticket backlog and drive resolution; Update service management processes and tools; Own Change Management Process for application changes; Act as a liaison between business, support, and application teams.
Seniority
Mid-level (3-5 years experience)