IT Service Delivery Analyst

Description

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

The IT Service Delivery Analyst is tasked with managing daily responsibilities related to end-user customer engagement, software, hardware, service contracts, and asset tracking. This role serves as a clerical liaison between the IT team, vendors, other USP divisions, and the broader USP user community, ensuring that all support requests are handled appropriately.

How will YOU create impact here at USP?

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The IT Service Delivery Analyst has the following responsibilities:

• Effectively manage the contract lifecycle, coordinating and collaborating with all relevant stakeholders, including vendors and internal staff. This involves evaluating options to find the best fit and solution for all requests, maintaining accurate contract records, and facilitating renewals or contract terminations.
• Facilitate and assist with IT asset management tracking and asset retirement as needed.
• Submit and track purchase requisitions in USP procurement systems.
• Perform administrative tasks related to processing documents needing legal review and acting as liaison between parties.
• Monitor assigned support ticket queues during shifts.
• Attend Major Incident conference calls to collect information for reporting and ensure process compliance.
• Perform Team related project work as needed.
• Perform quality checks and administrative tasks in USP ticket platform, ServiceNow, by sampling tickets daily.
• Assist Problem Manager in managing follow-ups for active Problem tickets.
• Coordinate with the Knowledge Manager to support the evergreening process.
• Perform periodic reviews of the Service Now service portal to ensure quality.
• Review existing ITIL related processes to find opportunities for improvement.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

• Bachelor’s degree in computer science or relevant field. Four years of experience in a Service Delivery role and/or IT Asset Management will be considered in lieu of a degree.
• Must understand ITIL or similar service delivery or service management methodology.
• Excellent communication skills and attention to detail
• Experience working with ServiceNow
• Must be able to work with minimal supervision and overlapping US work hours by 4 hours.

Additional Desired Preferences

• Knowledge of dashboards, reporting and ticket handling for service management
• Experience with legals documents and budgeting
• Experience with Incident, Request, Problem, Change and Knowledge Management

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under