Analyst 3, Information Technology

Quidel • Raritan, NJ • 2d ago

The OpportunityQuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.The RoleAs we continue to grow as QuidelOrtho, we are seeking a Senior IT Analyst to support IT Operations.The IT Operations Senior Analyst is responsible for overseeing and executing key IT Service Management (ITSM) functions to ensure the stability, performance, and continuous improvement of IT services. This role primarily focuses on managing and enhancing ITIL-aligned processes including Change Management, Major Incident Management, Release Management, and Problem Management. The Sr. Analyst collaborates with cross-functional teams to drive operational excellence, governance, and compliance across the IT landscape.You will help drive service improvement through effective metric setting and expanding the value and capabilities of Production Operations to deflect, intercept and automate calls & tickets that would normally funnel through to the team. In addition, you will maintain accurate and updated service documents (I.e. Policies, Weekend Maintenance Guide) and govern adherence by the users of such policies.You will actively participate in major incident management (i.e., Service portal comms, front-end message on service desk number, join/engage on resolution bridges) when possible, assisting in the quick restoration of service, keeping your team and management updated on service impact and efforts to resolve as quickly as possible. You may not be responsible for fixing the issue directly, but expected to ensure the broader IT team remains focused on efforts to restore service.This position will be working hybrid out of Raritan, NJ or Rochester, NY - You will need to be based near one of the offices.The Responsibilities- Lead by example mind-set; team player; continued commitment and dedication to make the team stronger and service better for the users- Ensure the ITSM processes remain effective, govern adherence, and identify opportunities for improvement.- Monitor and analyze effective key performance indicators (KPIs).- Support and train the end-user community on the ITSM processes and tools.- Lead and facilitate various Production Operations meetings to review changes, problems, and incidents.- Assist the Production Operations manager in submitting evidence for audits.- Research, implement, and routinely meet with stakeholders to discuss continuous process improvement opportunities.- Develop and implement stakeholder management strategy to drive engagement and awareness of ITSM processes.- Assists in the effort of defining the IT strategic direction for ITSM tools for IT to ensure the process requirements of services are built in.- Assist in managing projects and interdependencies to ensure milestone are met to plan.- Takes the lead in managing incidents that affect the organization's technology services, with the goal of restoring normal service as quickly as possible.- Perform other work-related duties as assigned.The IndividualRequired:- Bachelor's degree in Information Technology or similar or equivalent work experience in lieu of degree- Minimum of 5 years or relevant experience- Knowledge of ServiceNow Ticketing system, similar ITSM solution- Use of or supporting core ITIL serv

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