IT - ITSM Analyst

About SHL Medical
SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues.

Job Overview

We are seeking a proactive and technically skilled ITSM Analyst to support the implementation, administration, and continuous improvement of our IT Service Management (ITSM) platform. This role will be instrumental in aligning IT Operations with business needs, optimising service delivery processes, and ensuring compliance with ITIL best practices.
This role requires an energetic and self-motivated individual with excellent communication and organisational skills to work cross-functionally.

Main Responsibilities

• System Implementation & Administration
  • Lead or support the deployment and configuration of ITSM tools (e.g., Freshservice).
  • Maintain system health, manage user access, and ensure data integrity across ITSM modules.
• Process Design & Optimisation
  • Collaborate with cross-functional teams to define, document, and improve ITSM processes including Incident, Change, Problem, Service Request Fulfilment, and Configuration Management.
  • Monitor KPIs and service metrics to identify areas for improvement and drive continual service enhancement.
• Integration & Automation
  • Work with internal developers and external vendors to integrate ITSM with other enterprise systems (e.g., Enterprise Architect , SCCM, Intune, monitoring tools) using APIs and automation frameworks.
• Governance & Compliance
  • Ensure ITSM processes align with ITIL standards and internal governance policies.
  • Support audits, risk assessments, and security reviews related to ITSM operations.
• Training & Documentation
  • Develop user guides, SOPs, and training materials to support adoption and effective use of the ITSM platform.
  • Conduct training sessions for end-users and agents.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Minimum 5 years of experience in IT operations or service management, with at least 3 years in an ITSM-focused role.
• Strong knowledge of ITIL framework; ITIL Foundation certification preferred.
• Experience with ITSM platforms such as Freshservice, ServiceNow, or BMC Remedy.
• Familiarity with REST APIs, system integration, and automation tools.
• Excellent analytical, communication, and stakeholder engagement skills.
• Proficiency in English and Mandarin is a plus.
• A high level of autonomy in combination with a results-driven mindset

Preferred Qualifications

• Experience in BPM or workflow automation.
• Agile/Scrum familiarity for iterative process improvement.

We Offer:

• Challenging assignments in a fast-growing and innovative industry.
• A multicultural team and modern working environment with state-of-the-art facilities and technologies.
• A place where we take pride in the inclusive and collaborative environment we have built - one where a true sense of belonging fosters meaningful exchange and shared growth.
• Various opportunities for personal and professional development within a global organization.
• Flexible hours policy.