TC ITS Service Management Analyst

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

Job summary

Terumo Blood and Cell Technologies in Lakewood, CO seeks an IT Service Management (ITSM) Analyst to act as system administrator, SME, and data analyst for the ITSM tool. You will help develop, maintain and improve ITSM processes and KPI reporting, collaborating with stakeholders to align initiatives and drive improvements.

Ideal candidates have 3+ years of ITSM/ITIL experience, strong ServiceNow knowledge, and the ability to train staff and present complex topics clearly.

Qualifications

• Bachelor’s degree in Computer Science or related field or equivalent experience.
• Minimum 3 years experience with ITSM, ITIL practices, and ServiceNow.
• Strong ability to analyze ITSM data and generate KPI reporting.

Responsibilities

• Act as system administrator and SME for ITSM tool and KPI reporting.
• Improve ITSM processes across incident, change, problem, and request fulfillment.
• Train IT personnel on ITSM processes and tools; present topics at meetings.
• Maintain Service Catalog and DML per ITSM standards.
• Generate periodic and ad-hoc ITSM performance reports.

Skills

ITSM knowledge

ServiceNow

ITIL fundamentals

Data analysis

Meeting facilitation

Communication

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Microsoft Office

Microsoft Visio

Job description

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TC ITS Service Management Analyst

Date: Oct 22, 2026

Location: Lakewood, CO, US

Requisition ID: 35618

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

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: $100,300.00to$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.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2024, Terumo Blood and Cell Technologies reached $1.5 billion in revenue.
• We employ nearly 8,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $2.4 million USD since 2025.

We are proud to be an Equal Opportunity Affr... (text continues?)

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment.Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.

Nearest Major Market: Denver
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