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ServiceNow Administrator/Configuration (ITSM Analyst)

Date: Nov 28, 2018

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  20501  


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.



  • 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




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.



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



  • 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



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



  • 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.



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.


We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.  As of January 1, 2017 the Terumo BCT Lakewood, Colorado location will be a tobacco-free workplace. For more information about Terumo BCT, visit our website

Join Terumo BCT as we unlock the potential of blood. We are a global leader in blood component and cellular technologies, and the only company with the unique combination of apheresis collections, manual and automated whole blood processing, and pathogen reduction coupled with leading technologies in therapeutic apheresis and cell processing. We believe in the potential of blood to do even more for patients than it does today. This belief inspires our innovation and strengthens our collaboration with customers.


As the largest medical device manufacturing company headquartered in Colorado, we are home to more than 2,300 associates and our products are in use in more than 125 countries and territories. Our Global footprint includes more than 5,500 associates and partners with regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.


Our company has almost $1B in annual revenues and has been voted and recognized as:

  • Largest corporate sponsor in Rocky Mountain Region for Leukemia and Lymphoma Society (LLS)
  • Winner of the Association for Talent Development (ATD) BEST Award for providing exceptional employee learning and talent development (2011 & 2012)
  • One of Colorado’s Healthiest Employers by Denver Business Journal (2014 & 2015)
  • Recipient of the Way to Go Employer award through the Denver Regional Council of Governments (DRCOG) 2015


Our award-winning culture embraces:

  • Leading technology through innovation and R&D
  • Wellness programs
  • Commitment to quality
  • An environment that values, respects and rewards your individual contributions
  • A philosophy of intentional growth and responsiveness to world health issues


Click Here to see what our associates have to say about our culture.


Each associate has a positive impact on our future by:

  • Connecting to the lives of the patients we ultimately serve
  • Growing through professional and leadership development activities
  • Sharing company success through incentive plans


If you are the best at what you do and want to do work that is changing the delivery of healthcare globally, we invite you to work with us now to see how we can unlock your potential.

Should you have any questions, please feel free to contact the recruiter at:


We have preferred partners, no agency calls please


Nearest Major Market: Denver

Job Segment: Medical, Healthcare Administration, Telecom, Telecommunications, Developer, Healthcare, Technology