The ITSM specialist is a new position reporting to the Director of IT Operations.

The IT Transformation agenda that comes into life during 2025 will lead to a greater demand for enterprise-wide excellence. This role will partner with Danaher and our operating companies to develop and execute on improvements across the IT service management and drive standardization where it matters most.

The ITSM Specialist will be responsible for overseeing and managing the operational processes within the organization. This includes incident management, problem management, change management, Configuration Management Database (CMDB) management, and daily management to ensure smooth and efficient operations.

ITSM Specialist

Key Responsibilities:

Incident Management:

• Lead and coordinate Major Incidents, ensuring timely resolution to minimize business disruption.
• Maintain detailed incident records, tracking resolution times and service impact, provide input to Problem Management
• Generate reports and dashboards on incident trends
• Develop and improve incident in alignment with ITIL best practices

Problem Management:

• Provide the effective operation of the Problem Management Process and oversee the Problem Management process delivery .
• Perform proactive and re-active root cause investigations protecting Danaher’s business, initiates and tracks till completion investigations and corrective actions
• Continuously review and improve processes to enhance efficiency and effectiveness.

Change Management:

• Drive actions that increase the percentage of changes that are implemented correctly first time;
• Ensure that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt;
• Ensure changes are controlled, communicated, and implemented with minimal impact on operations.
• Conduct regular process audits

CMDB Management:

• Maintain and manage the Configuration Management Database (CMDB) to ensure accurate and up-to-date configuration information.
• Implement and enforce CMDB policies and standards.
• Conduct regular audits and reviews of CMDB data.

Daily Management:

• Ensure operational activities are aligned with organizational objectives and SLAs.

Education and/or Experience:

• BS or BA degree in a STEM related field or related experience
• Minimum 5 years’ in service management, operations management, or a related role.
• Strong knowledge of incident management, problem management, change and configuration management.
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Experience with relevant tools and technologies (e.g., ITSM platforms, monitoring tools).
• ITIL certified ideally to Intermediate level, Expert or Managing Professional certification a plus

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

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