ITSM Configuration Manager

Overview

IT Configuration Manager, EIS - Platform Engineering & Ops, Enterprise Technology & Experience

(Full-Time, Springfield, Hybrid Office)

We are seeking a highly skilled and motivated Configuration Management Lead with deep expertise in Service Now to drive the strategic and operational management of our Configuration Management Database (CMDB). This role is critical in ensuring accurate, reliable, and actionable configuration data to support ITIL processes, improve service delivery, and enable informed decision-making across the organization.

Our Configuration Management Database (CMDB) team oversees the daily management and ongoing maintenance of the CMDB. Their responsibilities include proactively identifying and resolving issues that could impact the integrity of the CMDB, while also developing solutions to meet our dynamic business needs. By working closely with stakeholders and customers, the team ensures that users can leverage the full value of CMDB data to support organizational goals.

Additionally, the team manages Service Now discovery processes and provides critical support for Security Operations (Sec Ops) practices within the organization.

You will be responsible for maintaining the integrity of CMDB data and related processes, collaborating with stakeholders and clients to identify potential enhancements and optimizations. Additionally, you will lead a team committed to achieving operational excellence and ensuring high standards of data quality, serving as a reliable resource for the organizations and functions that depend on the CMDB.

• Bachelors degree
• 8+ years of experience with Service Now and ITSM
• 5+ years of hands-on technical experience with Service Now CMDB, Discovery, Automated Top-Down Discovery, Service Mapping and Service Graph connectors.

• Proven experience as a Configuration Management Lead or similar role.
• Able to drive and support technical resources through complex solutions and problems
• Strong understanding of ITIL framework, especially Configuration Management and Change Management.
• Excellent Service Now CMDB troubleshooting, and data analysis skills
• Experience with data modeling, CI lifecycle management, and CMDB integrations.
• Excellent analytical, communication, and stakeholder management skills.
• Ability to lead cross-functional teams and manage multiple priorities.
• 5+ years of experience leading a Configuration Management Team
• Experience with Service Now ITSM, ITOM modules (Event Management, Orchestration, etc.).
• Familiarity with cloud infrastructure (AWS, Azure) and hybrid environments.
• Experience in regulated industries or large enterprise environments.
• Service Now certified for one or more practice relevant to the CMDB practice (e.g., Certified Implementation Specialist – CMDB or Discovery).

• Regular collaboration with the Platform Engineering & Operations Team, plus multiple Stakeholders
• Focused one-on-one time with your manager
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

Mass Mutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.