IT Service Management (ITSM) Specialist - Configuration Management

Voya Financial · Charlotte, NC · 1 mo ago

Information Technology$71k–$119k/yrFull-time

Purpose

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

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.
Maintains and monitors the CMDB data model.
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.
3+ years’ experience in ServiceNow is preferred, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM).
General understanding of ServiceNow’s Common Services Data Model (CSDM).
General understanding of ServiceNow 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.

Qualifications

Minimum Knowledge & Experience:
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.
3+ years’ experience in ServiceNow is preferred, including awareness of the Configuration Management Database (CMDB) and Software Asset Management (SAM).
General understanding of ServiceNow’s Common Services Data Model (CSDM).
General understanding of ServiceNow 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.

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 data 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 in order to make sound business decisions.
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Benefits

Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

Pay

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. 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. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. 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. $71,090 - $118,500 USD

Schedule

Not specified.

Location