IT Service Management (ITSM) Specialist - Configuration Management

Responsible for managing tasks associated with daily execution of Voya’s Configuration Management process and the governance of the enterprise Configuration Management Database (CMDB), from ServiceNow discovery to the annual certification process with configuration item (CI) owners. A point of accountability for the accuracy of the types of configuration items that expose risk for IT Service Management (ITSM) processes, including Incident Management, Change Management and Problem Management.

Responsibilities

Implements the Configuration Management policy and standards; Agrees to scope of the configuration management processes, function, the items that are to be controlled, and the information that is to be recorded; Develops and facilitates configuration management standard operation procedures, including regular reviews of CMDB Health (Orphans, Duplicates, Staleness, Relationship Naming); Fulfills Service Catalog requests for CMDB changes approved by the CI Owner; Monitors and escalates any variation from the CMDB data model; Develops, executes, and reports results for all annual CI accuracy certifications; Updates Knowledge Base articles as needed; Primary communication and operational conduit to CI Owners of all CI classes; Engages with Incident Management on request to review configuration modeling during an incident; Proposes/agrees interfaces with change management, problem management, network management, release management, computer operations, logistics, finance and administration functions

Requirements

4+ years’ experience in an ITSM role is required; Familiar with process improvement methodologies; General understanding of ServiceNow’s Common Services Data Model (CSDM); General understanding of ServiceNow CI Discovery; Collaboration skills with support teams and vendors as needed to investigate customer-impacting issues; Ensure accurate reporting and trending is in place for on-going service improvements; Skilled use of the Microsoft office suite, specifically Excel; Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant professional experience, training, and industry-recognized certifications

Nice to have

3+ years’ experience in IT Asset Management (Software and/or Hardware) and/or Configuration Management; 3+ years’ experience in ServiceNow, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM) Professional; At least 2+ years of experience with ServiceNow CI Discovery; Experience with containers and Cloud Discovery; General understanding of IT Infrastructure/systems and Application management; Other business intelligence tools; ITIL v3/v4 foundation certified

Benefits

Health, dental, vision and life insurance plans; 401(k) Savings plan with generous company matching contributions (up to 6%); Voya Retirement Plan – employer paid cash balance retirement plan (4%); Tuition reimbursement up to $5,250/year; Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day; Paid volunteer time — 40 hours per calendar year; Incentive opportunities (annual cash incentives, sales incentives, and/or long-term incentives)