Analyst 3, Information Technology

QuidelOrtho 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 Role

As 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 Individual

Required:

• 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 services (I.e., Change, Incident, Request)
• Use of or supporting ITSM best practices
• ITIL V3/4 Foundations
• Must have proven experience of actively participating in projects as part of a team.
• Strong communication and written skills
• Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks
• Strong interpersonal and customer service skills
• 5+ years ITSM / ITIL best practices and disciplines (I.e. Change Mgmt)
• Must have the ability to jump in to assist in coordinating resolution to major incidents
• Experience working with Microsoft Office suites
• This position is not currently eligible for visa sponsorship

The Key Working Relationships

Internal Partners:

• All areas and levels of the company, including Senior Management, IT Managers, Business Leads, Manufacturing / Distribution managers and other IT colleagues

External Partners:

• 3rd party vendors

The Work Environment

No strenuous physical activity, though occasional light lifting of files and related materials is required. 30% of time in meetings, working with team, or talking on the phone, 70% of the time at the desk on computer, doing analytical work. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.

Physical Demands

No strenuous physical activity, though occasional sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $110,000 to $120,000 and is bonus eligible - depending on location (Raritan, NJ or Rochester, NY). QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com.