Information Technology Service Management Analyst

Terumo Blood and Cell Technologies; Lakewood (CO); On-site; USD 75,000 - 110,000; Full time

Job summary

Terumo Blood and Cell Technologies is seeking a qualified ITSM Administrator to act as system administrator, configuration analyst, and SME for the ITSM Management Tool. The role supports ITSM processes and KPI reporting, collaborating with stakeholders to drive continuous improvements.

Responsibilities include administering the ITSM tool, configuring processes, delivering KPI dashboards, and leading Change Advisory Board sessions while training staff on ITSM practices.

Qualifications

• Experience with ITSM or ITIL practices.
• Experience with ITSM or ITIL best practices.
• Foundational knowledge of agile methodology.

Responsibilities

• Review, design, and improve ITSM processes and procedures.
• Operate and administer the ITSM tool daily.
• Develop and present ITSM KPI reports and metrics.
• Lead meetings such as Change Advisory Board and Operations Reviews.
• Train IT personnel on ITSM processes and tools.
• Collaborate with stakeholders to gather requirements and drive improvements.
• Maintain Service Catalog and Definitive Media Library (DML).
• Audit change requests, service requests, incidents for compliance.

Skills

ITSM processes

Reporting tools

Incident management

Problem management

ServiceNow

Facilitation

Microsoft Office

CMDB

Asset tracking

Communication skills

Education

Bachelor's degree in Computer Science or Computer Information Systems

Tools

ServiceNow

Microsoft Visio

Office tools

Job description

Position acts as system administrator, configuration analyst and SME for the ITSM Management Tool. This position supports the development, maintenance and improvement of core ITSM processes, as well as in the development, analysis and reporting of Key Performance Indicators (KPI's) and metrics. This role will interact closely with the Sr. ITSM Analyst to understand customer and stakeholder requirements for key activities, to ensure alignment with ITSM initiatives, and drive continuous process improvement.

ESSENTIAL DUTIES

• Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas. Current ITSM areas supported include:
• Access Management
• Change Management
• Release and Deployment Management
• Knowledge Management
• Service Asset and Configuration Management
• Event Management
• Transition Planning
• Responsible for identifying problems, researching solutions, reconfiguring or recoding system to improve system functionality.
• Analyzes IT business and technical problems, designing, coding, testing, maintaining, supporting, documenting and installing ITSM solution.
• Trains IT personnel to ITSM processes and tools
• Prepares and presents ITSM topics at team and department level meetings
• Communicates process standards to ensure understanding and consistency
• Works closely with Sr. Analysts to understand business stakeholder environment and collect requirements
• Operates and provides day-to-day administration of the ITSM tool, following defined ITSM processes
• Focuses on KPI measurement, providing a means for gathering and reporting on data
• Assists in the development and implementation of improvements to the processes and the tools that support them
• Facilitates meetings including weekly Change Advisory Board meetings, Monthly Operations Reviews, Problem investigation reviews and other ITSM focused meetings as required
• Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliancy and accuracy
• Maintains a Service Catalog representing business services
• Maintains the Definitive Media Library (DML) in accordance with ITSM processes
• Generates periodic and Ad-Hoc reports from IT Service Management tool regarding status of ITSM performance indicators

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor's degree in Computer Science or Computer Information Systems, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Minimum 3 years experience

• Working knowledge of ServiceNow
• Requires knowledge utilizing and configuring ServiceNow to provide customer solutions
• Experience in Information Technology using ITSM or ITIL best practices
• Preferred foundational knowledge of agile methodology

Skills

• Working knowledge of IT Service Management Processes, various reporting tools, incident/problem and call tracking systems, tools and methodologies
• Demonstrated ability to generate meaningful analysis of Service Management data, asset tracking, CMDB, incident and problem, etc.
• Requires ability to facilitate meetings
• Knowledge and use of relevant PC software applications, including Microsoft Office and Microsoft Visio, and skills to use them effectively
• Demonstrated ability to communicate effectively both verbally and in writing
• Customer Service oriented and possesses interpersonal skills
• Detail-oriented and possesses organizing and priority setting skills
• Demonstrated ability to solve problems and manage conflict with effective solutions
• Is action-oriented and is able to drive for results

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

Certificates, Licenses, Registrations

• ITIL Foundations certification or other relevant foundational level certification in ITSM frameworks

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.