Careers at ThermoFisher Scientific

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Location :
US - Pennsylvania - Pittsburgh
Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

As an Enterprise Process Owner, you will be responsible for designing, implementing, managing and continuously improving IT Service Management (ITSM) processes in accordance with the Thermo Fisher Enterprise Service Management Model which is based upon ITIL best practices. The Enterprise Process Owner is responsible for defining global processes, managing the day-to-day administrative support, operation and maintenance of the process, driving compliance across the entire Thermo Fisher enterprise and ensuring overall compliance with Thermo Fisher policy and procedures supporting GxP, SOX, HIPAA, PCI and others. While the Enterprise Service Management Process Owner is accountable for a specific process(es), he/she will be knowledgeable about all core ITSM functions including but not limited to Problem Management, Change Management, Configuration Management, Service Level Management, Knowledge Management, Demand Management, Capacity Management, Supplier Management and the SDLC.

Key Responsibilities:

  • Develops and manages the roadmap for the evolution of the Process
  • Defines and implements best practices and standards to improve Process execution efficiency and to support a collection of up-to-date and inter-related metrics about IT infrastructure, applications, and business services to ensure data reliability, durability, and availability
  • Serve as a consultant to the Group/Division stakeholders for service management processes to enhance and improve support by eliciting business, functional and technical requirements & designing solutions for implementation into Thermo Fisher ITSM tools (ServiceNow, HP PPM, etc)
  • Executes the Enterprise policy and process in adherence with global and local requirements resulting in the provision of stable and reliable IT Services
  • Acts as liaison to Global IT groups to promote value and benefits of ITIL processes
  • Explains ServiceNow functionality and capabilities to IT and business partners
  • Supports the development, improvement, operational delivery, and governance of ITSM processes and tools
  • Transforms business requirements into system specifications
  • Performs testing for specific features where configuration is required
  • Facilitates User Acceptance testing
  • Provides ad-hoc systems support as necessary
  • Documents technical, functional, process, user manual and training
  • Facilitates user training
  • Coordinates and manages the day-to-day process activities, workflows and work instructions
  • Drives implementation of standard execution of the process across the Thermo Fisher enterprise
  • Continuously improves Service Quality (measured through KPI improvements)
  • Supports Process reporting (KPIs, SLAs, OLAs) and presentations as needed
  • Enacts system audit practices and conduct audits to ensure data integrity
  • Leads process integration efforts with other ITSM processes
  • Manages escalations within the process
  • Ensures that processes and sub-processes are compliant with GxP, 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
  • Drives Service Management best-practices and ITIL process standardization across teams
  • Ensures all reporting and data is delivered in a timely manner
  • Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
  • Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Process
  • Works with external partners and third party suppliers whenever necessary to support the Process
  • Other duties as assigned

Minimum Requirements/Qualifications:
  • Bachelor’s Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience acceptable
  • ITIL Foundations V3 certification required
  • ServiceNow and/or Certified Business Process Analyst (CBAP) certification preferred
  • Minimum of 5 year 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
  • Minimum of 3 years’ experience designing processes and workflows within ServiceNow
  • 5 years of experience in a similarly complex technical organization
  • Excellent documentation skills including (process flow documentation) required
  • Able to understand and complete tasks independently

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.
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