Terumo BCT ServiceNow Administrator/Configuration (ITSM Analyst) in Lakewood, Colorado

ServiceNow Administrator/Configuration (ITSM Analyst)Date: Nov 28, 2018Location:Lakewood, CO, US Company: Terumo BCT, Inc.Requisition ID: 20501Position acts as system administrator, configuration analyst and SME for theITSM Management Tool. This position supports the development, maintenanceand improvement of core ITSM processes, as well as in the development,analysis and reporting of Key Performance Indicators (KPI's) andmetrics. This role will interact closely with the Sr. ITSM Analyst tounderstand customer and stakeholder requirements for key activities, toensure alignment with ITSM initiatives, and drive continuous processimprovemenESSENTIAL DUTIESAssists in the review, design, and improvement of ITSM processes andprocedures for the effective management and adherence of ITSM process areas.Current ITSM areas supported include:Access ManagementIncident ManagementChange ManagementProblem ManagementRequest FulfillmentRelease and Deployment ManagementKnowledge ManagementService Asset and Configuration ManagementService Catalog ManagementService Level ManagementEvent ManagementService Portfolio ManagementTransition PlanningResponsible for identifying problems, researching solutions, reconfiguringor 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 toolsPrepares and presents ITSM topics at team and department level meetingsCommunicates process standards to ensure understanding and consistencyWorks closely with Sr. Analysts to understand business stakeholder environmentand collect requirementsOperates and provides day-to-day administration of the ITSM tool, followingdefined ITSM processesFocuses on KPI measurement, providing a means for gathering and reporting ondataAssists in the development and implementation of improvements to the processesand the tools that support themFacilitates meetings including weekly Change Advisory Board meetings,Monthly Operations Reviews, Problem investigation reviews and other ITSMfocused meetings as requiredAudits Change Requests, Service Requests, Incidents and other ITSM toolgenerated tickets to ensure compliancy and accuracyMaintains a Service Catalog representing business servicesMaintains the Definitive Media Library (DML) in accordance with ITSM processesGenerates periodic and Ad-Hoc reports from IT Service Management toolregarding status of ITSM performance indicatorsMINIMUM QUALIFICATION REQUIREMENTSEducationBachelor's degree in Computer Science or Computer Information Systems, orequivalent of education and experience sufficient to successfully perform theessential functions of the job may be considered.ExperienceMinimum 3 years experienceWorking knowledge of ServiceNowRequires knowledge utilizing and configuring ServiceNow to provide customersolutionsExperience in Information Technology using ITSM or ITIL best practicesPreferred foundational knowledge of agile methodologyPreferred experience includes working knowledge of JavaScript, HTML, and CSSSkillsWorking knowledge of IT Service Management Processes, various reportingtools, incident/problem and call tracking systems, tools and methodologiesDemonstrated ability to generate meaningful analysis of Service Managementdata, asset tracking, CMDB, incident and problem, etc.Requires ability to facilitate meetingsKnowledge and use of relevant PC software applications, including MicrosoftOffice and Microsoft Visio, and skills to use them effectivelyDemonstrated ability to communicate effectively both verbally and in writingCustomer Service oriented and possesses interpersonal skillsDetail-oriented and possesses organizing and priority setting skillsDemonstrated ability to solve problems and manage conflict with effectivesolutionsIs action-oriented and is able to drive for results-Or-An equivalent competency level acquired through a variation of thesequalifications ma