ITSM & CMDB Specialist — ServiceNow Expert

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

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