IT Service Management (ITSM) Specialist - Configuration Management

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Responsible for managing tasks associated with daily execution of Voya's Configuration Management process and the governance of the enterprise Configuration Management Database (CMDB), from Service Now discovery to the annual certification process with configuration item (CI) owners. 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.

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