ITSM Analyst: ServiceNow & KPI Focus

Terumo Blood and Cell Technologies; Lakewood (CO); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

401(k) matching

Paid time off

Job summary

Terumo Blood and Cell Technologies is seeking an IT Service Management (ITSM) Analyst to act as system administrator, configuration analyst and SME for the ITSM tool. You will support development, maintenance and KPI reporting for ITSM processes, partnering with stakeholders to drive continuous improvement.

The role involves reviewing and improving ITSM processes across areas such as Incident, Change, Problem and Knowledge management, training IT staff, and delivering regular status reports.

Qualifications

• Bachelor's degree in Computer Science or Computer Information Systems, or equivalent education/experience.
• Minimum 3 years experience
• Working knowledge of ServiceNow
• ITSM/ITIL knowledge
• Agile foundation preferred
• Experience with JavaScript, HTML and CSS

Responsibilities

• Review, design, and improve ITSM processes across areas.
• Configure and operate ITSM tool (ServiceNow) for customers.
• Develop and report ITSM KPIs and metrics.
• Train IT staff on ITSM processes and tools.
• Lead and participate in Change Advisory Board meetings.
• Maintain Service Catalog and DML.
• Generate periodic ITSM performance reports.

Skills

ITSM processes

KPI reporting

Meeting facilitation

Customer service

Communication skills

Problem solving

Documentation

Agile knowledge

ServiceNow knowledge

Education

Bachelor's degree in CS or CIS

Tools

ServiceNow

JavaScript

HTML

CSS

Microsoft Visio

Job description

Terumo Blood and Cell Technologies is seeking an IT Service Management (ITSM) Analyst to act as system administrator, configuration analyst and SME for the ITSM tool. You will support development, maintenance and KPI reporting for ITSM processes, partnering with stakeholders to drive continuous improvement.

The role involves reviewing and improving ITSM processes across areas such as Incident, Change, Problem and Knowledge management, training IT staff, and delivering regular status reports.