BD Looking for IT Service Management Analyst at Delhi Full Time

Job Description Summary

The IT Service Integration and Management function provides the governance and framework for the delivery of integrated services. The function comprises elements of ITIL-based processes, tools and related structures to manage our complex multi-supplier landscape and enables end-to-end visibility, reporting and accountability for the services delivered. The IT Service Management Analyst is a member of the Service Management Operations Team and will interact on a regular basis with Service Providers and BD stakeholders responsible for Incident Management, Problem Management, Change Management, Service Desk and Service Delivery.

Job Description

Who We Are

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare sector. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.

The IT Service Management Analyst will operate elements of the ITIL framework to support the delivery of integrated services to clients. This role will work across service providers and service delivery teams for day-to-day process operations, to ensure process compliance and to measure the effectiveness of the practices (such as Incident, Problem and Change Management) established by the ITIL function.

General

Ensure effective end to end operation of the core ITSM processes (including incident management, change management and problem management)

Provide process guidance and support for service delivery teams and stakeholders

Perform regular process reviews and quality checks of ITSM records, escalate deviations, and address all process queries or gaps.

Resolve ownership conflicts and escalations for incident, problem or change records involving multiple suppliers.

Facilitate or participate in operational meetings with cross-supplier teams; oversee follow-up actions.

Monitor process performance metrics and key performance indicators (KPIs)

Identify process enhancements and improvement opportunities.

Build and maintain effective working relationships with service providers, delivery teams and business partner teams.

Assist in upkeep of documentation and training materials

Review and authorize change requests; coordinate Change Advisory Board (CAB) activities.

Conduct post-implementation reviews to validate results of change request; assess impact of failed changes

Provide regular operational reporting to service delivery teams and stakeholders for change management activities

Work with delivery teams and service providers to address aging and escalated incidents

Provide regular operational reporting to service delivery teams and stakeholders for incident management activities

Collaborate with stakeholders to assess business impact and urgency, declare major incidents, and trigger major incident protocols as required

Ensure timely engagement of Service Providers and incident resolution teams

Operate communication protocol for major incidents

Address escalations from Service Providers or stakeholders where resolution ownership is disputed

Participate in postmortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans

Provides technical and process guidance support for Major Incident response Teams

Operate the formal problem management review process, ensuring that quality and in-depth root cause reviews occur within required timelines

Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations

Develop, assign, and track actions for appropriate parties as part of the root cause review

Follow-up on corrective actions and action items to ensure that all appropriate tasks are completed

Ensure all known errors are appropriated documented in the Known Errors database

Deliver results of the problem investigation to stakeholders

Prevent problems and eliminate recurring incidents proactively through trend analysis within incident data

Qualifications

Bachelor’s degree in a related field

ITIL Foundation Certification V3 or higher required

Excellent communication skills and good command of written and spoken English

Knowledge of IT Service Management

8+ years of knowledge and understanding of ITIL processes (incident management, change management, problem management, knowledge management, configuration management)

Experience with Service Now, REMEDY etc would be a plus

Culture and Benefits

Here at BD, we embrace a growth mindset, building capabilities for the future and helping you become the best version of yourself. We offer our employees a clear direction and career pathway for development. We pride ourselves on our transparent and rigorous talent processes that are inclusive, deeply embedded in trust, aligned with our culture, and enable us to achieve strategic imperatives of the organization. Our leaders are committed, engaged and accountable to making talent our top priority.

Primary Work Location

IND Gurgaon – Signature Towers B

Additional Locations

Work Shift