ITSM Configuration and Change Administrator

Overview

As an ITSM Configuration and Change Administrator with strong Service Now experience you will support and mature our IT Configuration and Change Management practices. This role ensures the accuracy and reliability of configuration data while governing changes to production systems to minimize risk, maintain service stability, and enable informed decision-making across the organization.

You will partner with architecture, operations, service owners, and ITSM leadership to build scalable, standards-driven approaches for service modeling, CI management, and change governance—strengthening the foundation for IT services across the enterprise.

Ready to get in the driver’s seat? Join us!

Configuration Management & CMDB

• Govern and maintain the Configuration Management System (CMS),
  CMDB
  , and Common Service Data Model (CSDM) 5.0 within Service Now.
• Develop and enforce CMDB standards to ensure CI accuracy, completeness, compliance, and consistency.
• Lead and enhance Service Now Discovery, Service Mapping, Agent Client Collector, and Service Graph integrations.
• Maintain Identification & Reconciliation (I/R) rules and reconcile data across multiple sources.
• Support cloud and hybrid environments (AWS, Azure), improving service and infrastructure visibility.
• Conduct configuration audits and remediate unauthorized CI changes.

Change Management & Governance

• Manage the Service Now Change Management process and serve as a subject matter expert.
• Coordinate the full lifecycle of Requests for Change (RFCs), including impact assessment, approvals, scheduling, and documentation.
• Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.
• Monitor and manage the change calendar to avoid conflicts and align with business and maintenance windows.
• Partner with Incident, Problem, and Service Level Management teams to maintain service stability.
• Deliver reporting and analysis on change performance and risk trends.
• Participate in an on-call rotation to support emergency change requests outside normal business hours.

Continuous Improvement & Enablement

• Identify opportunities for automation, process optimization, and reliability improvements using Service Now.
• Collaborate with ITSM leadership and stakeholders to improve process maturity and service quality.
• Develop and maintain process documentation, knowledge base articles, training materials, and job aids.
• Design and coordinate training and enablement for configuration and change management users.
• Support AI-enabled tool rollouts, including adoption strategies, resistance mitigation, and ethical/guardrail considerations.

This might describe you

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong experience with Service Now and ITSM in enterprise environments.
• Hands-on experience with CMDB, CSDM, Discovery, Service Mapping
  , and change management workflows.
• Experience supporting Configuration Management and Technology Change Management processes.
• Strong communication, organization, and stakeholder management skills.
• Ability to manage multiple priorities in a dynamic, collaborative environment.

Preferred Qualifications

• 5+ years of Configuration Management (CMDB) experience.
• 3+ years of Technology Change Management experience.
• ITIL Foundation Certification.
• Service Now certification (CMDB, Discovery, or related).
• Experience with Agile, SDLC, or other delivery methodologies.
• Familiarity with tools such as Intune, VMware, Jamf, Azure Dev Ops, and Workday
  .
• Experience supporting AI initiatives or AI-driven change programs

Other things to note

• This role can be worked from any U.S. remote location
• May require travel for quarterly events.
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

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