ITSM Configuration Management II Specialist

Job Description

Insight Global is seeking an ITSM Configuration Management II, either remote or local to Richmond, VA, to define, own, and mature ITIL‑based Configuration Management (CMS, CMDB, and CSDM) life cycles within Service Now, leveraging ITIL expertise to lead and coordinate initiatives that develop or enhance services, processes, procedures, and standards. This role requires an associate’s degree and 3+ years of experience owning and governing Configuration Management (CMS/CMDB) process life cycles, including CMDB and CSDM, with responsibility for service design, governance, reporting, metrics, and service improvement.

The ideal candidate will have hands‑on experience with Service Now or a similar ITSM platform, a strong understanding of CMDB data models, class hierarchies, and CI relationships across infrastructure and applications, and proven experience applying ITSM and ITIL practices across process analysis, design, implementation, operational support, and service improvement. This role also involves developing dashboards, reports, metrics, and trend analysis, as well as leading medium‑sized customer or partner engagements to deliver new or enhanced IT processes, services, or solutions.

The salary for this role ranges from $70,000-$95,000, based on experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Associates' degree
• 3+ years of experience owning and governing ITIL-based Configuration Management (CMS/CMDB) process life cycles in Service Now, including CMDB and CSDM, with responsibility for service design, governance, reporting, metrics, and service improvement
• Experience with Service Now or a similar ITSM platform, including working knowledge of CMDB data models, class hierarchies, and CI relationships across IT infrastructure and applications.
• Strong experience applying IT Service Management (ITSM) and ITIL practices, including business process analysis, design, implementation, operational support, training, and service improvement.
• Experience developing dashboards, reports, metrics, and trend analysis, and leading medium-sized customer or partner engagements to deliver new or enhanced processes, services, or solutions.
• 4+ years of experience in ITSM and Configuration Management
• Service Now certifications (ITSM, CMDB, Discovery, Service Mapping, or CSDM)
• ITIL v3 or v4 certification
• Healthcare IT or other highly regulated environment experience
• Experience with Service Now Discovery, Service Mapping, and IT Asset Management (ITAM)
• Familiarity with Agile, SDLC, or other delivery methodologies