IT Service Management (ITSM) Specialist - Configuration Management

About the role

The successful candidate will manage tasks associated with the daily execution of Voya’s Configuration Management process and the governance of the enterprise Configuration Management Database (CMDB). They will also oversee the annual certification process with configuration item (CI) owners, ensuring the accuracy of configuration items that expose risk for IT Service Management (ITSM) processes.

Responsibilities

• Implements the Configuration Management policy and standards.
• Agrees to the scope of configuration management processes, function, the items to be controlled, and the information 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, escalating any variations.
• Develops, executes, and reports results for all annual CI accuracy certifications.
• Updates Knowledge Base articles as needed.
• Acts as the 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.
• Promotes and 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.
• Familiarity with process improvement methodologies.
• 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) and Software Asset Management (SAM).
• 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 and experience as outlined above.

Skills

• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility

Benefits

At Voya, we offer:

• 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
• Learn more about Voya Benefits (download PDF)

Compensation

$71,090 - $118,500 USD

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.

Critical Skills

• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Misuse of Voya's name in fraud schemes

Misuse of Voya's name in fraud schemes is prohibited.