IT Service Management (ITSM) Specialist - Configuration Management

Together we fight for everyone’s opportunity for a better financial future. We stand up for and champion everyone’s access to financial opportunities, supporting both individuals and communities in reaching a better financial future. We are committed to a work environment where differences are understood, valued, and intentionally pursued, fostering a culture where employees bring their whole selves to work.

About the role

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 ServiceNow 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.

Responsibilities

• 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.

Requirements

• 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 ServiceNow is preferred, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM) Professional.
• General understanding of ServiceNow’s Common Services Data Model (CSDM).
• General understanding of ServiceNow CI Discovery. At least 2+ years 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.

Pay

The annual base salary range for this position is $71,090 - $118,500 USD. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements, and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed-upon number of hours to be regularly worked.

Benefits

• Health, dental, vision, and life insurance plans.
• 401(k) Savings plan – with generous company matching contributions (up to 6%).
• Voya Retirement Plan – employer paid cash balance retirement plan (4%).
• Tuition reimbursement up to $5,250/year.
• Paid time off – including 20 days paid time off, nine paid company holidays, and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year.

Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem-solving to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.