Job Description

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 presente 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

Qualifications

- Graduate engineering/science/IT or business management or related subjects
- Minimum 3-5 years of working experience in similar roles with knowledge of IT application and service / support processes

Required Skills

- Passionate about service management & its opportunities to continuously improve
- Obsessive for being the voice of the Business in each service initiative.
- Highly organized: proven ability to proactively manage time effectively when handling multiple simultaneous activities
- Continues improvement mindset with a focus on business impacts
- Dynamic, proactive and excellent team player
- Strong analytical skills to understand dependencys and propose solutions to business impacting issues
- Good communication skills with business stakeholders and with globally distributed teams
- Experience in service management methods and tools, including ITIL , IT4IT and Ticketing Systems
- Fluent in English (verbal and written)

Nice to have

- LIMS Product Experience (G6, Starlims, Labvantage and /or others)
- Understanding of laboratory process & environment
- Client Portal Solutions like Salesforce
- Knowledge of Spanish

📌 It Service Management Specialist (Madrid)
🏢 SGS
📍 Madrid