ITSM Configuration Management II - ServiceNow; Remote

Job Summary

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.

• Define, manage, and govern the IT Configuration Management System (CMS), CMDB, and CSDM in Service Now, ensuring architectural alignment through best‑practice service design, governance, strategy, roadmaps, development, testing, training, reporting, metrics, and continual service improvement.
• Facilitate and deliver day‑to‑day work queues for Configuration Management updates, roadmaps, and projects.
• 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.
• Manage CM development, upgrade activities, and review of new IT services, ensuring compliance.
• Define, document, and maintain a Configuration Management Plan (CMP) and associated CM policies, processes, procedures and standards; facilitate audits and track compliance.
• Define dashboards and reports, presenting metrics and insights related to process quality, efficiency, and effectiveness.
• Ensure visible commitment to diversity, equity and inclusion programs and initiatives.

Periods of high stress and fluctuating workloads may occur. General office environment. Requires travel to off‑site locations, occasionally in adverse weather conditions. May experience constant interruptions and prolonged periods working alone.

• Lifting/Carrying (0‑50 lbs.), stoop, kneel, squat, crawling.
• Work Position:
  Sitting, walking, standing.
• Manual dexterity (eye/hand coordination), repetitive arm/hand movements, finger dexterity, color vision, acuity (far and near).
• Hazards:
  Depth perception.

Strong recall, reasoning, problem solving, hearing, speaking clearly, writing legibly, reading, logical thinking. Able to handle multiple priorities, frequent and intense customer interactions, adapt to frequent change in a fast‑paced environment.

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.