IT Service Management (ITSM) Specialist - Configuration Management

The role involves managing the daily execution of Voya’s Configuration Management process and overseeing the enterprise Configuration Management Database (CMDB), ensuring accuracy and compliance to support IT Service Management processes.

Location: Remote (US)

Salary: $71,090 - $118,500 USD

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.
• Preferred experience includes 3+ years’ experience in IT Asset Management (Software and/or Hardware) and/or Configuration Management.
• Familiar with process improvement methodologies.
• 3+ years’ experience in ServiceNow, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM) Professional.
• General understanding of ServiceNow’s Common Services Data Model (CSDM).
• General understanding of ServiceNow CI Discovery, Containers, and Cloud Discovery.
• General understanding of IT Infrastructure/systems and Application management.
• Collaboration skills with support teams and vendors.
• Skilled use of Microsoft Office, especially Excel.
• Bachelor's degree in IT, Computer Science, Business, or related field, or equivalent experience.
• ITIL v3/v4 foundation certified.

Benefits

• Health, dental, vision and life insurance plans.
• 401(k) Savings plan with up to 6% company match.
• Voya Retirement Plan – employer paid cash balance retirement plan (4%).
• Tuition reimbursement up to $5,250/year.
• Paid time off – 20 days, 9 holidays, and a Diversity Celebration Day.
• Paid volunteer time – 40 hours/year.

Additional Information

• Voya is committed to fair and equitable pay.
• The salary range is $71,090 - $118,500 USD, with potential incentives.
• Voya offers resources for physical, financial, social, and emotional well-being.
• Critical skills include customer focus, critical thinking, teamwork, business acumen, and learning agility.
• Voya is an equal-opportunity employer and provides reasonable accommodations for disabilities.