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.
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.
Thermo Fisher Scientific Inc. is a global leader in serving science, dedicated to enabling its customers to make the world healthier, cleaner, and safer. Headquartered in Waltham, Massachusetts, the company provides a comprehensive portfolio of products and services, including analytical instruments, laboratory equipment, reagents, consumables, software, and services for research, diagnostics, and applied markets. With a workforce of over 130,000 employees worldwide, Thermo Fisher supports a diverse range of industries, from pharmaceuticals and biotechnology to healthcare, environmental, and industrial sectors.
Renowned for its innovation and scale, Thermo Fisher is consistently recognized as a key partner for scientific advancement and discovery. The company’s mission, "to enable our customers to make the world healthier, cleaner, and safer," is reflected in its ongoing investments in R&D and strategic acquisitions. In recent news, Thermo Fisher has expanded its capabilities in cell and gene therapy manufacturing and played a pivotal role in supporting global COVID-19 testing and vaccine development efforts, further cementing its reputation as a critical player in the life sciences and healthcare ecosystem.
Websitethermofisher.com
