Position Details

Salary $86K – $138K USD / year

Type Full-Time

Experience mid

Exp. Years 0

Education Bachelor's degree in Computer Science, Information Technology, or related field; work experience equivalent preferred.

Category IT Support & Helpdesk

About this role

The IT Service Standards Specialist oversees the ITSM toolset and governance for Avantor's government services, focusing on ticket management, change management, and CMDB integrity.

Key Responsibilities

Oversee the administration, development, and ongoing operations of the ticket management, change management, and configuration management modules
Lead development and enhancement of change and configuration management modules with a system integrator
Transition system ownership into BAU support, including mentoring and onboarding team members
Review and validate change requests with risk assessments, ensuring alignment with enterprise IT standards
Monitor KPIs and ITSM metrics, generate reports, and maintain CMDB data accuracy

Technical Overview

Technical scope includes ITSM platforms (SysAid, ServiceNow, Jira), Change Management, Configuration Management, CMDB data management, and dashboard/reporting development. Requires familiarity with IT infrastructure concepts and process automation opportunities.

Ideal Candidate

The ideal candidate is an experienced ITSM governance professional who can manage ticket, change, and configuration management modules across a global IT footprint, with hands-on experience in SysAid/ServiceNow/Jira and a solid ITIL 4 Foundation background.

Must-Have Skills

Proficiency in ITSM tools (SysAidServiceNowJira)Extensive knowledge of IT Change ManagementConfiguration Management best practicesCMDB managementITSM process implementationITIL 4 Foundation certification

Nice-to-Have Skills

Higher-level ITIL certificationsDashboards and reporting experienceAutomation opportunitiesBAU support onboarding

Tools & Platforms

SysAidServiceNowJiraMicrosoft WordMicrosoft ExcelPowerPointVisio

Required Skills

SysAidServiceNowJiraITSMChange ManagementConfiguration ManagementCMDB (Configuration Management Database)ITIL 4 FoundationDashboardsReportsKPIsAutomationBAUConfiguration itemsIT operationsMicrosoft WordMicrosoft ExcelPowerPointVisio

Hard Skills

SysAidServiceNowJiraITSMChange ManagementConfiguration ManagementCMDB (Configuration Management Database)ITIL 4 FoundationDashboardsReportsMicrosoft WordMicrosoft ExcelPowerPointVisioAutomation

Soft Skills

MultitaskingOrganizational skillsMentoringCommunicationCollaborationAnalytical thinkingProblem solving

Certifications

Required

ITIL 4 Foundation

Industry & Role

Industry Manufacturing

Job Function Manage ITSM governance and enable reliable, compliant ticket/change/CMDB processes across Avantor's IT organization

Role Subtype IT Support Specialist

Keywords for Your Resume

IT Service ManagementITSMTicket managementChange ManagementConfiguration ManagementCMDBITIL 4 FoundationSysAidServiceNowJiraDashboardsReportsKPIsAutomationBAUConfiguration itemsIT operationsMicrosoft WordMicrosoft ExcelPowerPointVisio

Deal Breakers

Lack of ITSM tools experience (SysAid, ServiceNow, Jira), No ITIL 4 Foundation certification, No Bachelor's degree or equivalent experience

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