IT Service Management (ITSM) Specialist - Configuration Management

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. Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Get to Know the Opportunity:   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.   The Contributions You’ll Make: 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.   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. 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+ 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