This is an exciting opportunity for a motivated, proactive, detail-oriented professional with solid experience in IT Configuration Management Systems (CMS/CMDB), ready to take ownership and drive maturity across all aspects of the CMDB.
Working in the IT Service Management Office and reporting to the ITSM Manager, the ITSM Configuration Management II is responsible for the governance and management of the Information Technology Infrastructure Library (ITIL) Configuration Management in ServiceNow, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics, strategic roadmap and documentation of the IT department’s standards.
They will define and own the ITSM ITIL Configuration Management (CMS, CMDB & CSDM) process lifecycles, applying expertise with a broad knowledge of ITIL disciplines and methodologies, leading, supporting and/or coordinating business and department projects, to develop new, or enhance existing services, lifecycles, processes, procedures and standards.
This role is essential in maintaining a reliable source of truth for IT services and their relationships, supporting all IT Service Management processes, and enabling informed decision-making.
1. 3+ years of experience in ITSM ITIL Configuration Management (CMS/CMDB) process lifecycles.
2. Experience in ServiceNow or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications.
3. Experience in ServiceNow Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM.
4. Experience with dashboards, reporting, trend analysis and metrics.
5. Experience in large IT environments, with a technical background or previous Healthcare experience advantageous.
6. ITIL v3/v4 Foundation or higher.
Essential Job Statements
Configuration Management: Define, manage and govern the IT Configuration Management System (CMS), CMDB, and CSDM ITIL Configuration Management (CM) process lifecycles in ServiceNow, ensuring architectural alignment through best-practice service design, governance, strategy, roadmaps, development, testing, training, reporting, metrics, and Continual Service Improvement.
Operational Support: Facilitate and deliver day-to-day work queues for Configuration Management (CM) updates, roadmaps, and projects.
Project Management: Develop and lead medium> sized customer or partner engagements and deliveries, for new or existing processes, services or solutions through to completion with limited guidance or supervision.
Team Support: Manage CM development, CM upgrade activities, and the review of new IT services, ensuring compliance.
Process: Define, document, and maintain a Configuration Management Plan (CMP) and associated CM policies, processes, procedures and standards, facilitating audits and tracking compliance.
Metrics & Reporting: Define dashboards and reports, presenting metrics and insights related to process quality, efficiency, and effectiveness.
Ensure responsibility and visible commitment of diversity equity and inclusion programs/initiatives through collaboration and implementation of initiatives across the health.
Patient Population : N/A
Employment Qualifications
Required Education: Associate’s degree in Information Technology, Business, or related; or, equivalent combination of related education and experience.
Preferred Education: Bachelor’s degree in IT or relevant higher-level education
Licensing/ Certification
Licensure/Certification Required: ITIL v3/v4 Foundation or higher.
Licensure/Certification Preferred: ServiceNow certifications. CMDB/Asset Management certifications. SDLC, Project, BA, Process & Change Methodologies.
Minimum Qualifications
Years and Type of Required Experience: 3+ years of experience in Configuration Management Systems (CMS) and CMDB ITIL Configuration Management process lifecycles or an equivalent combination of related education and experience. Experience in IT Service Management (ITSM) and ITIL, including business process analysis, design, implementation, support, training and Continual Service Improvement. Experience in ServiceNow or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications. Experience in ServiceNow Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM. Experience with dashboards, reporting, trend analysis and metrics. Developed and lead medium> sized customer or partner engagements and deliveries, for new or existing processes, services, or solutions. Experience in large IT environments, with a technical background or Healthcare experience advantageous.
Other Knowledge, Skills and Abilities Required: Mentors the organization on Configuration Management concepts, policies, procedures and standards. Experience in adult education theories, concepts, and delivery techniques for product and process training.
Other Knowledge, Skills and Abilities Preferred: 4 + years of relevant experience. Experience with SDLC, Agile and other delivery methodologies. Working knowledge of SCCM, SCOM, Okta, Epic and Workday advantageous.
Combination of education and experience in lieu of a degree.
Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. Required to car travel to off-site locations, occasionally in adverse weather conditions. May have periods of constant interruptions. Prolonged periods of working alone.
Physical Requirements
Physical Demands: Lifting/ Carrying (0-50 lbs.), Stoop, Kneel, Squat, Crawling
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements: Manual dexterity (eye/hand coordination), Repetitive arm/hand movements, Finger Dexterity, Color Vision, Acuity – far, Acuity – near
Hazards: Depth perception
Mental/Sensory – Emotional
Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking
Emotional: Fast paced environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
Top Skills
What We Do
We are a strong, passionate team of more than 12,500 who take pride in caring for every person who comes through our doors. We lift each other up so we can provide the very best and safest care to those who need us most. Together. Every day.
With the support of our university, we make up an academic medical center committed to excellence in patient care, innovation and training tomorrow’s health care workforce. We continue to educate, research and evolve – staying on the cutting edge of care.
As a community of innovators, every team member can contribute a spark of ingenuity igniting a force to discover the next cure, hold the next hand, solve the greatest challenges and create the health care of tomorrow.
We foster an atmosphere of respect and welcoming for all communities. We infuse our teams with diverse talent that inspires everyone to contribute openly and freely, maximizing their impact and creating meaningful change for our patients and community.
Join our team and help us create a new kind of patient experience. Join VCU Health.
EEO Statement:
VCU Health System strictly prohibits and does not tolerate discrimination against, or harassment of, team members, applicants, or any other covered persons because of age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex (sexual orientation, gender identity or expression and pregnancy), protected veteran status, marital status, genetic information, or any other protected characteristics under applicable federal, state, or local law.
Pay Transparency Provisions:
VCU Health System complies with the Pay Transparency Provisions
