IT Service Management (ITSM) Specialist - Configuration Management

Voya Financial; Windsor (CT); On-site; USD 71,000 - 119,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Company holidays

Job summary

Voya Financial is seeking a seasoned ITSM professional to manage daily configuration management activities and oversee the enterprise CMDB governance from ServiceNow discovery to annual CI certification. You will serve as the primary liaison to CI owners and collaborate across ITSM processes to ensure data integrity and service reliability.

The role emphasizes CMDB health, policy enforcement, and coordination with Change, Incident and Problem Management teams, while enabling accurate reporting

Qualifications

• 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 withsupport 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.

Responsibilities

• 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.

Skills

ITSM

ServiceNow

CMDB

ITIL v3/v4

CMDB Health

Excel

Education

Bachelor’s degree

Tools

CMDB tooling

Job description

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.

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 withsupport 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.

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$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.

What 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)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

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.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

Misuse of Voya’s name in fraud schemes