IT Service Standards Specialist

Avantor • Tredyffrin Township, PA

9d • $86,000 - $138,000

About The Position

At Avantor, people are the most important part of our success because they drive our global performance. That’s why our Operations, Lab Services, Sales, and many other Avantor teams rely on our talent acquisition initiatives to attract, engage and hire the right talent. Avantor’s IT vertical is a crucial part of this mix, enabling all our internal teams worldwide to grow beyond their limits.
As a member of the IT Operations group, the IT Service Standards Specialist plays a key role in executing and overseeing IT Service Management (ITSM) toolset and framework within Avantor’s Government services organization, with a primary focus on the IT modules of ticket management, change management, and configuration management. Reporting to the Senior Manager of IT Integration and Government Services, your role supports global ITSM initiatives and ensures adherence to best practices. You will contribute to process improvements, manage system development in partnership with integrators, and ensure the integrity of IT assets and configuration data. As a part of this well-respected IT group, you will enjoy a wide variety of self-directed work within a supportive team environment.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, a related field or work experience equivalent is preferred.
• Proficiency in ITSM tools (e.g., SysAid, ServiceNow, Jira, or comparable platforms) is required.
• Extensive knowledge of IT Change Management, Configuration Management best practices, CMDB management, and industry standards is required.
• Experience in ITSM process implementation, system development, and operational tool adoption is required.
• ITIL 4 Foundation certification is required (higher-level ITIL certifications preferred).
• In-depth knowledge of IT Change and Configuration Management frameworks and methodologies.
• Proficiency in ITSM platforms and ticketing systems for managing change and configuration processes.
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Visio.
• Ability to develop and maintain dashboards and reports to visualize ITSM metrics.
• Strong multitasking and organizational skills to manage multiple initiatives and cross-team dependencies.
• Experience with IT infrastructure environments and their interdependencies (networks, servers, databases, applications).
• Ability to mentor, guide, and onboard new team members into BAU support roles.
• Capability to document configuration changes, monitor performance, and ensure compliance with IT policies.
• Commitment to staying current on innovations in IT service management and automation.

Responsibilities

• Oversee the administration, development, and ongoing operations of the ticket management, change management, and configuration management modules.
• Lead the development and enhancement of change and configuration management modules in collaboration with a system integrator, ensuring alignment with business and IT needs.
• Transition system ownership into steady-state (BAU) support, including mentoring and onboarding additional team members dedicated to system support.
• Review, validate, track, and ensure necessary approvals and risk assessments before implementing change requests.
• Evaluate requests against enterprise IT standards, ensuring compliance, identifying acceptable tailoring, and rejecting non-compliant requests.
• Track key performance indicators (KPIs) and analyze trends to measure and improve change effectiveness.
• Communicate the purpose, benefits, and progress of changes while addressing feedback and concerns.
• Ensure proper identification, classification, and documentation of configuration items (CIs) in the CMDB.
• Conduct audits, manage baselines, and track changes to maintain accurate CMDB data.
• Align change and configuration management with ITSM processes, including incident, problem, and service management.
• Manage Change Approver Board meetings, including agenda preparation, chairing the meet, documenting discussions, and follow up on action items.
• Identify and implement automation opportunities to streamline processes and reduce manual efforts.
• Ensure adherence to company policies, standards, and regulations to maintain compliance and mitigate risks.
• Keep policies, and procedures up to date while generating reports on performance.
• Develop and deliver training for IT teams on ticketing, change, and configuration management processes.
• Help create dashboards and reports to visualize key metrics for change and configuration management performance.
• Research and stay updated on best practices and emerging technologies to enhance ITSM effectiveness.

Benefits

• Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees