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About the Role

The role involves managing the daily execution of the Configuration Management process and the governance of the enterprise Configuration Management Database (CMDB). You will serve as a point of accountability for the accuracy of configuration items that impact IT Service Management processes, including Incident, Change, and Problem Management.

Responsibilities

• Implement Configuration Management policy and standards.
• Define the scope of configuration management processes, functions, and controlled items.
• Develop and facilitate standard operating procedures, including CMDB health reviews.
• Fulfill Service Catalog requests for CMDB changes.
• Monitor and escalate variations from the CMDB data model.
• Develop, execute, and report on annual CI accuracy certifications.
• Update Knowledge Base articles.
• Serve as the primary operational conduit to CI owners.
• Engage with Incident Management to review configuration modeling during incidents.
• Propose and agree on interfaces with change, problem, network, release, and logistics management functions.

Requirements

• 4+ years of experience in an ITSM role.
• Familiarity with process improvement methodologies.
• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent experience.
• Collaboration skills to investigate customer-impacting issues.
• Ability to ensure accurate reporting and trending for service improvements.

Skills

• ServiceNow
• Configuration Management Database (CMDB)
• Software Asset Management (SAM)
• Common Services Data Model (CSDM)
• ServiceNow CI Discovery
• IT Infrastructure and Application management
• Microsoft Excel
• Business Intelligence tools
• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility

Work Type

• Full-time

Experience Level

• 4+ years of experience in an ITSM role
• 3+ years of experience in IT Asset Management preferred
• 3+ years of experience in ServiceNow preferred
• 2+ years of experience in ServiceNow CI Discovery preferred

Education Level

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent
• ITIL v3/v4 foundation certification preferred

Salary/Compensations

• $71,090 - $118,500 USD

Benefits

• Health, dental, vision, and life insurance plans
• 401(k) Savings plan with up to 6% company match
• Employer-paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• 20 days paid time off
• Nine paid company holidays
• Flexible Diversity Celebration Day
• 40 hours of paid volunteer time per calendar year

About the Company

• Voya Financial is committed to providing financial opportunities for individuals and communities.
• The company fosters an inclusive work environment that values diverse perspectives and experiences.

Equal Opportunity

• Voya Financial is an equal-opportunity employer providing 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 law.
• Voya is committed to providing reasonable accommodations for individuals with disabilities.