ITSM Systems & KPI Analyst (ServiceNow)

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

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.