ITSM Analyst: Process Improvement & KPI Focus

TERUMO BCT, INC; Lakewood (CO); On-site; USD 100,000 - 125,000; Full time

Job summary

Terumo Blood and Cell Technologies is seeking an ITSM Analyst to act as system administrator, configuration analyst, and SME for the ITSM tool. You will support development, maintenance, and KPI reporting across ITSM processes, collaborating with stakeholders to align with ITSM initiatives and drive process improvements.

Responsibilities include reviewing processes, designing solutions, training staff, and generating reports.

Qualifications

• Bachelor's degree or equivalent education/experience with ITSM focus.
• Minimum 3 years experience in ITSM environments.
• Strong knowledge of ITIL processes and KPI reporting.

Responsibilities

• Review, design, and improve ITSM processes and procedures.
• Analyze business and technical problems, design, code, test, and install ITSM solutions.
• Train IT personnel on ITSM processes and tools.
• Prepare and present ITSM topics at team and department meetings.
• Communicate process standards to ensure understanding and consistency.
• Operate day-to-day administration of the ITSM tool and KPI reporting.
• Lead or participate in Change Advisory Board meetings as required.
• Maintain Service Catalog and Definitive Media Library (DML).
• Generate periodic and ad-hoc ITSM performance reports.

Skills

ServiceNow knowledge

ITSM/ITIL practices

Communication skills

Meeting facilitation

Data reporting

Customer service orientation

Education

Bachelor's degree in Computer Science or Computer Information Systems

Tools

ServiceNow

Microsoft Office

Microsoft Visio

Job description

Terumo Blood and Cell Technologies is seeking an ITSM Analyst to act as system administrator, configuration analyst, and SME for the ITSM tool. You will support development, maintenance, and KPI reporting across ITSM processes, collaborating with stakeholders to align with ITSM initiatives and drive process improvements.

Responsibilities include reviewing processes, designing solutions, training staff, and generating reports.