Overview
About the Role
You will monitor and manage ServiceNow queues, ensuring timely resolution of customer tickets in line with incident and change management protocols. Responsibilities include generating reports, conducting incident reviews for security breaches, and collaborating with stakeholders for resolution efforts. You will follow escalation procedures and direct issues outside the team's scope to appropriate channels.
Key Responsibilities
- Monitor and manage customer ticket queues using ServiceNow.
- Resolve incidents promptly, adhering to established processes.
- Generate reports and conduct security incident reviews.
- Collaborate with stakeholders to address and resolve issues.
- Follow escalation matrix for issues beyond scope.
What We Offer
- A dynamic role with growth opportunities.
- Access to professional education and development programs.
- Competitive salary and benefits package.
- Resources and tools for career progression.
This position operates in a 24x7 rotational shift pattern, aligning with US business hours. Strong communication skills and the ability to work effectively in a client-facing environment are essential.
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Key Skills
Related Tags
Education Requirements
- Bachelor's Degree or equivalent
Eligible Batch Years
Thermo Fisher Scientific
Thermo Fisher Scientific is a global leader in serving science, providing innovative solutions that enable customers to make the world healthier, cleaner, and safer. Founded in 2006 through the merger of Thermo Electron Corporation and Fisher Scientific International, the company operates across a diverse portfolio including life sciences, analytical instruments, laboratory equipment, reagents, consumables, and software services. With over 100,000 employees worldwide, Thermo Fisher serves a broad range of industries such as healthcare, biotechnology, pharmaceuticals, environmental testing, and academic research.
Headquartered in Waltham, Massachusetts, USA, Thermo Fisher Scientific has earned a strong reputation for its comprehensive product offerings, advanced R&D capabilities, and strategic acquisitions that expand its market reach. The company’s mission is to enable customers to accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity. In recent years, Thermo Fisher has played a pivotal role in global COVID-19 testing and vaccine development efforts, and continues to invest heavily in cutting-edge genomic and proteomic technologies.
Company Details
Connect With Us
Websitethermofisher.com