TC ITS Service Management Analyst

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

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

IT Service Management (ITSM) Analyst

Job Summary

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
  • Incident Management
  • Change Management
  • Problem Management
  • Request Fulfillment
  • Release and Deployment Management
  • Knowledge Management
  • Service Asset and Configuration Management
  • Service Catalog Management
  • Service Level Management
  • Event Management
  • Service Portfolio 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
• Preferred experience includes working knowledge of JavaScript, HTML, and CSS

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.

Target Pay Range: $100,300.00 to $125,400.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data

Target Bonus on Base: 7.0

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it's about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.