ITSM Configuration Management II - ServiceNow; Remote

Position: ITSM Configuration Management II - ServiceNow (Remote)
Remote role preferably within commuting distance of Richmond City VA, with other viable states including AL, AR, FL, GA, KS, KY, MD, MI, MO, NC, OH, SC, TN, TX, VA, WV.

This is an exciting opportunity for a motivated, proactive, detail-oriented professional with solid experience in IT Configuration Management Systems (CMS/CMDB), ready to take ownership and drive maturity across all aspects of the CMDB.

Working in the IT Service Management Office and reporting to the ITSM Manager, the ITSM Configuration Management II is responsible for the governance and management of the Information Technology Infrastructure Library (ITIL) Configuration Management in Service Now, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics, strategic roadmap and documentation of the IT department's standards.

They will define and own the ITSM ITIL Configuration Management (CMS, CMDB & CSDM) process life cycles, applying expertise with a broad knowledge of ITIL disciplines and methodologies, leading, supporting and/or coordinating business and department projects, to develop new, or enhance existing services, life cycles, processes, procedures and standards.

This role is essential in maintaining a reliable source of truth for IT services and their relationships, supporting all IT Service Management processes, and enabling informed decision-making.

1. 3+ years of experience in ITSM ITIL Configuration Management (CMS/CMDB) process life cycles.
2. Experience in Service Now or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications.
3. Experience in Service Now Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM.
4.

Experience with dashboards, reporting, trend analysis and metrics.
5. Experience in large IT environments, with a technical background or previous Healthcare experience advantageous.
6. ITIL v3/v4 Foundation or higher.

Essential Job
Statements

Configuration Management : Define, manage and govern the IT C onfiguration Management System (C MS ) , CMDB, and CSDM ITIL Configuration Management (CM) process lifecycle s in Service Now, ensuring architectural alignment through best-practice service design, governance, strategy, roadmaps, development, testing, training, reporting, metrics, and C ontinual Service I mprovement.

Operational Support: Facilitate and deliver day-to-day work queues for Configuration Management (CM) updates, roadmaps, and projects .

Project Management :
Develop and l e a d medium> sized customer or partner engagements and d eliveries , for new or existing processes, services or solutions through to completion with limited guidance or supervision.

Team Support: Manage CM development , CM upgrade activities, and the review of new IT services, ensuring compliance.

Process: D efin e , document, and maintain a Configuration Management Plan (CMP) and associated CM policies , process es , procedures and standards , f acilitat ing audits and track ing compliance .

Metrics & Reporting :
Define dashboards and report s, presenting metrics and insights related to process quality, efficiency, and effectiveness.

Ensure responsibility and visible commitment of diversity equity and inclusion programs/initiatives through collaboration and implementation of initiatives across the health.

Patient Populatio n : N/A

Employment Qualifications

Required

Education:

Associate 's degree in I nformation Technology , Business , or related; or, equivalent combination of related education and experience.

Preferred Education:

Bachelo r's degree in IT or relevant higher-level education

Licensing/ Certification

Licensure/Certification

Required:

N/A

Licensure/Certification Preferred: ITIL v3/v4 Foundation or higher. Service Now certifications. CMDB/Asset Management certifications. SDLC, Project, BA, Process & Change Methodologies.

Minimum Qualifications

Years and Type of

Required Experience:

3 + years of experience in C onfiguration Management System s (CMS) and CMDB ITIL Configuration Management process lifecycle s or an equivalent combination of related education and…