When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. And you’ll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. With revenues of $20 billion, we have approximately 65,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. Our products and services help accelerate the pace of scientific discovery, and solve analytical challenges ranging from complex research to routine testing to field applications.

Summary of Internship

The ITSM Process Analyst - INTERN is responsible for working with the Service Management team to define, document, enforce, and support IT Service Management policies, processes, and procedures including making recommendations for improvements in accordance with the Thermo Fisher Service Management framework. The ITSM Process Analyst - INTERN is also responsible for ensuring IT Service Management policies, processes, and procedures are followed by internal IT teams.

The Intern will focus on Continual Service Improvement (CSI) and drive change within our Service Management environment. This position will help manage the day-to-day administrative support, operation and maintenance of the Incident, Knowledge and Problem Management process and ensure overall compliance with Thermo Fisher policy and procedures supporting GxP, SOX, HIPAA, PCI and others.

Essential Functions

• Produces reports and monitors organizational performance through the ServiceNow platform
• Creates ITSM training course materials, training needs, assessments and conducts training as need
• Assists in executing the Enterprise Problem, Incident and Knowledge Management policies and processes in adherence with global and local requirements resulting in the provision of stable and reliable IT Services
• Coordinates with other ITSM Business Analysts to implement requirements from IT and business partners
• Works collaboratively with process owners and stakeholders to re-engineer processes to be simple, repeatable, measurable, and achievable
• Analyzes process data and drives opportunities to improve the process or execution of the process
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Ensures all reporting and data is delivered in a timely manner
• Supports design, development, and implementation of automated processes for gathering, populating, and maintaining Process data
• Other duties as assigned

About you:

• Working towards Computer Science or Information Technology degree or equivalent
• Process engineering and/or ITIL knowledge
• Junior/Senior in good standing with an accredited university
• Ability to prioritize time-sensitive assignments
• Willing to be accountable for duties and assignments
• Strong interpersonal skills required
• Lean or Green Belt Six Sigma Certification would be helpful
• Excellent documentation skills including process flow documentation
• Able to understand and complete tasks independently
• Ability to problem solve and work well in complex, ambiguous situations
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts

As the world’s leader in serving science, Thermo Fisher Scientific's professionals develop critical solutions—and build rewarding careers. They help customers in finding cures for cancer, protecting the environment, making sure food is safe, and so much more. When you #StartYourStory with Thermo Fisher, you are guaranteed meaningful work - both personally and professionally.