TC ITS Service Management Analyst

At Terumo Blood and Cell Technologies, our 8,000+ global associates come to work each day knowing that what we do impacts the lives of patients around the world. We make medical devices and related products used to collect, separate, manufacture, and process various components of blood and cells. With innovative technologies and service offerings, we touch a patient’s life every second of every day.

About the role

This position acts as system administrator, configuration analyst, and subject-matter expert for the ITSM Management Tool. The role supports the development, maintenance, and improvement of core ITSM processes, as well as the development, analysis, and reporting of Key Performance Indicators (KPIs) and metrics. You will work closely with the Sr. ITSM Analyst to understand customer and stakeholder requirements, ensure alignment with ITSM initiatives, and drive continuous process improvement.

Responsibilities

• Assist in the review, design, and improvement of ITSM processes and procedures for effective management and adherence, including:
  • 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
• Identify problems, research solutions, and reconfigure or recode the system to improve functionality.
• Analyze IT business and technical problems; design, code, test, maintain, support, document, and install ITSM solutions.
• Train IT personnel on ITSM processes and tools.
• Prepare and present ITSM topics at team and department-level meetings.
• Communicate process standards to ensure understanding and consistency.
• Work closely with Sr. Analysts to understand the business stakeholder environment and collect requirements.
• Operate and provide day-to-day administration of the ITSM tool, following defined ITSM processes.
• Focus on KPI measurement, providing a means for gathering and reporting data.
• Assist in developing and implementing improvements to processes and supporting tools.
• Facilitate meetings, including weekly Change Advisory Board meetings, Monthly Operations Reviews, Problem investigation reviews, and other ITSM-focused meetings.
• Audit Change Requests, Service Requests, Incidents, and other ITSM tool-generated tickets to ensure compliance and accuracy.
• Maintain a Service Catalog representing business services.
• Maintain the Definitive Media Library (DML) in accordance with ITSM processes.
• Generate periodic and ad-hoc reports from the IT Service Management tool regarding ITSM performance indicators.

Requirements

• Bachelor’s degree in Computer Science or Computer Information Systems, or equivalent education and experience.
• Minimum 3 years of experience in a relevant field.
• Working knowledge of ServiceNow and experience configuring it to provide customer solutions.
• Experience in Information Technology using ITSM or ITIL best practices.
• Preferred foundational knowledge of Agile methodology.
• Preferred experience with JavaScript, HTML, and CSS.

Skills

• Working knowledge of IT Service Management Processes, reporting tools, incident/problem, and call tracking systems.
• Demonstrated ability to generate meaningful analysis of Service Management data, asset tracking, CMDB, incident, and problem data.
• Ability to facilitate meetings.
• Proficiency with relevant PC software applications, including Microsoft Office and Microsoft Visio.
• Strong verbal and written communication skills.
• Customer service-oriented with strong interpersonal skills.
• Detail-oriented with strong organizational and priority-setting skills.
• Demonstrated ability to solve problems and manage conflict effectively.
• Action-oriented with a drive for results.

Qualifications

• 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Pay

Target pay range: $100,300.00 to $125,400.00 (salary determined by education, experience, knowledge, skills, and abilities of the applicant, internal equity, and market alignment). Target bonus on base: 7.0%.

Benefits

• Competitive total reward offerings, including compensation, benefits, and recognition programs.
• Multiple group medical, dental, and vision plans.
• Robust wellness program.
• Life insurance and disability coverages.
• Voluntary programs such as group accident, hospital indemnity, critical illness, and pet insurance.
• 401(k) plan with matching contribution.
• Vacation and sick time programs.