IT Service Management 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).
• 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.
• 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.

• 4+ years’ experience in an ITSM role is required.
• 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 Service Now is preferred, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM) Professional.
• General understanding of Service Now’s Common Services Data Model (CSDM).
• General understanding of Service Now CI Discovery.
• At least 2+ year of experience is preferred.
• Experience with containers and Cloud Discovery is preferred.
• General understanding of IT Infrastructure/systems and Application management is preferred.
• 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.
• Other business intelligence tools is a plus.
• 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 ITIL v3/v4 foundation certified is preferred.

Demonstrates expertise in Configuration Management processes and IT Service Management, with a strong focus on maintaining the accuracy of the Configuration Management Database (CMDB) and implementing process improvements. Proficient in Service Now and skilled in collaboration with cross-functional teams to enhance service delivery.

• IT Service Management (ITSM)
• Configuration Management Database (CMDB)
• Service Now
• Process Improvement Methodologies
• ITIL v3/v4 Foundation Certified

• Configuration Management
• IT Asset Management
• Service Catalog Management
• Data Reporting
• Cloud Discovery
• Application Management
• CI Accuracy Certifications
• Configuration Modeling
• Microsoft Excel
• Business Intelligence Tools

• Collaboration Skills
• Communication Skills

• ITIL v3/v4 Foundation Certified

• Configuration Management
• Incident Management
• Change Management
• Problem Management
• Service Improvement

• Service Now
• Microsoft Office Suite
• Common Services Data Model (CSDM)