IT Service Management Analyst

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• 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 ...