IT Service Standards Specialist

VWR International, LLC

Job Overview

Location

Remote - United States

Job Type

Full-time

Full Job Description

📋 Description

• The IT Service Standards Specialist plays a critical role in ensuring the integrity, compliance, and continuous improvement of Avantor’s IT Service Management (ITSM) framework within the Government Services organization, directly enabling reliable, secure, and efficient IT operations that support life-changing scientific innovation across the enterprise.
• This role is pivotal in maintaining alignment between IT processes and business needs by overseeing ticket, change, and configuration management modules, ensuring adherence to ITIL standards, and driving automation and process excellence that reduces risk and enhances service delivery.
• Day-to-day responsibilities include overseeing the administration, development, and ongoing operations of ticket management, change management, and configuration management modules within Avantor’s ITSM toolset.
• Lead the development and enhancement of change and configuration management modules in collaboration with system integrators, ensuring alignment with business and IT requirements while maintaining compliance with enterprise standards.
• Transition system ownership into steady-state (BAU) support by mentoring and onboarding additional team members, fostering knowledge transfer and sustaining operational excellence.
• Review, validate, track, and ensure all necessary approvals and risk assessments are completed before implementing change requests, acting as a gatekeeper for compliant and controlled changes.
• Evaluate change requests against enterprise IT standards, identifying acceptable tailoring and rejecting non-compliant requests to maintain consistency and reduce operational risk.
• Track, analyze, and report on key performance indicators (KPIs) related to change and configuration management to measure effectiveness, identify trends, and drive continuous improvement.
• Communicate the purpose, benefits, and progress of changes to stakeholders, actively soliciting and addressing feedback to ensure transparency and buy-in.
• Ensure proper identification, classification, and documentation of configuration items (CIs) in the CMDB, maintaining data accuracy and integrity through regular audits and baseline management.
• Align change and configuration management processes with broader ITSM functions including incident, problem, and service management to create a cohesive, end-to-end service lifecycle.
• Manage Change Approver Board (CAB) meetings by preparing agendas, chairing sessions, documenting discussions, and tracking action items to ensure accountability and follow-through.
• Identify and implement automation opportunities to streamline repetitive tasks, reduce manual effort, and increase efficiency in ITSM processes.
• Ensure strict adherence to company policies, industry standards, and regulatory requirements to maintain compliance and mitigate organizational risk.
• Keep IT policies and procedures current, and generate regular performance reports to support governance, auditing, and strategic decision-making.
• Develop and deliver training programs for IT teams on ticketing, change, and configuration management processes to build organizational capability and promote consistent practices.
• Help design and maintain dashboards and reports that visualize key ITSM metrics, enabling data-driven insights for leadership and process owners.
• Stay current on emerging IT service management trends, technologies, and best practices to recommend and implement innovations that enhance service quality and operational agility.
• The IT Operations group at Avantor is a globally respected team that enables internal innovation by providing reliable, secure, and scalable IT infrastructure and services across research, manufacturing, and commercial operations.
• You will join a supportive, collaborative environment where initiative is encouraged, and your contributions directly impact the ability of scientists and engineers to bring life-saving treatments and technologies to market.
• This role offers significant opportunity to deepen expertise in ITIL-based ITSM, CMDB governance, change control, and process automation while developing leadership and stakeholder management skills in a complex, regulated enterprise environment.
• You will achieve measurable impact by improving change success rates, increasing CMDB accuracy, reducing manual effort through automation, and enhancing compliance posture—skills that are highly transferable and valuable across IT service management, IT governance, and operations leadership roles.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proficiency in ITSM tools such as SysAid, ServiceNow, Jira, or comparable platforms, with extensive knowledge of IT Change Management, Configuration Management, CMDB management, and ITIL 4 Foundation certification (higher-level ITIL certifications preferred).
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Visio, plus ability to develop and maintain dashboards and reports to visualize ITSM metrics.

🏖️ Benefits

• Comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts.
• 401(k) plan with company match and employee stock purchase program.
• 11 paid holidays, 18 PTO days accrued annually, volunteer time off, and 6 weeks of 100% paid parental leave (where applicable).

Skills & Technologies

Remote

Degree Required

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VWR International, LLC

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About VWR International, LLC

VWR International supplies laboratory chemicals, consumables, equipment, and services to research, pharmaceutical, biotechnology, industrial, and educational customers worldwide. Founded in 1852, the company offers over a million products from global brands and private labels, supported by inventory management, e-commerce, and technical support programs. Headquartered in Radnor, Pennsylvania, VWR operates distribution centers and sales offices across North America, Europe, and Asia, enabling tailored supply-chain solutions for laboratories and production facilities.

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