ITSM Configuration Management II - ServiceNow (Remote)

ITSM Configuration Management II

Remote role preferably within commuting distance of Richmond City VA, with other viable states including AL, AR, FL, GA, KS, KY, MD, MI, MO, NC, OH, SC, TN, TX, VA, WV. This is an exciting opportunity for a motivated, proactive, detail-oriented professional with solid experience in IT Configuration Management Systems (CMS/CMDB), ready to take ownership and drive maturity across all aspects of the CMDB. Working in the IT Service Management Office and reporting to the ITSM Manager, the ITSM Configuration Management II is responsible for the governance and management of the Information Technology Infrastructure Library (ITIL) Configuration Management in ServiceNow, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics, strategic roadmap and documentation of the IT department's standards. They will define and own the ITSM ITIL Configuration Management (CMS, CMDB & CSDM) process lifecycles, applying expertise with a broad knowledge of ITIL disciplines and methodologies, leading, supporting and/or coordinating business and department projects, to develop new, or enhance existing services, lifecycles, processes, procedures and standards. This role is essential in maintaining a reliable source of truth for IT services and their relationships, supporting all IT Service Management processes, and enabling informed decision-making.

Essential Job Statements

Configuration Management: Define, manage and govern the IT Configuration Management System (CMS), CMDB, and CSDM ITIL Configuration Management (CM) process lifecycles in ServiceNow, ensuring architectural alignment through best-practice service design, governance, strategy, roadmaps, development, testing, training, reporting, metrics, and Continual Service Improvement.

Operational Support: Facilitate and deliver day-to-day work queues for Configuration Management (CM) updates, roadmaps, and projects.

Project Management: Develop and lead medium-sized customer or partner engagements and deliveries, for new or existing processes, services or solutions, through to completion with limited guidance or supervision.

Team Support: Manage CM development, CM upgrade activities, and the review of new IT services, ensuring compliance.

Process: Define, document, and maintain a Configuration Management Plan (CMP) and associated CM policies, processes, procedures and standards, facilitating audits and tracking compliance.

Metrics & Reporting: Define dashboards and reports, presenting metrics and insights related to process quality, efficiency, and effectiveness.

Employment Qualifications

Required Education: Associates degree in Information Technology, Business, or related; or, equivalent combination of related education and experience.

Preferred Education: Bachelors degree in IT or relevant higher-level education.

Licensure/Certification Required: ITIL v3/v4 Foundation or higher.

Licensure/Certification Preferred: ServiceNow certifications. CMDB/Asset Management certifications. SDLC, Project, BA, Process & Change Methodologies.

Minimum Qualifications: 3+ years of experience in Configuration Management System (CMS) and CMDB ITIL Configuration Management process lifecycles or an equivalent combination of related education and experience. Experience in IT Service Management (ITSM) and ITIL, including business process analysis, design, implementation, support, training and Continual Service Improvement. Experience in ServiceNow or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications. Experience in ServiceNow Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM. Experience with dashboards, reporting, trend analysis and metrics. Developed and lead medium-sized customer or partner engagements and deliveries, for new or existing processes, services, or solutions. Experience in large IT environments, with a technical background or Healthcare experience advantageous.

Other Knowledge, Skills and Abilities Required: Mentors the organization on Configuration Management concepts, policies, procedures and standards. Experience in adult education theories, concepts, and delivery techniques for product and process training.

Other Knowledge, Skills and Abilities Preferred: 4+ years of relevant experience. Experience with SDLC, Agile and other delivery methodologies. Working knowledge of SCCM, SCOM, Okta, Epic and Workday advantageous. Combination of education and experience in lieu of a degree.

Working Conditions

Periods of high stress and fluctuating workloads may occur. General office environment. Required to car travel to off-site locations, occasionally in adverse weather conditions. May have periods of constant interruptions. Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/Carrying (0-50 lbs.), Stoop, Kneel, Squat, Crawling

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/Hazards: Manual dexterity (eye/hand coordination), Repetitive arm/hand movements, Finger Dexterity, Color Vision, Acuity far, Acuity near

Hazards: Depth perception

Mental/Sensory Emotional: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional: Fast paced environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change