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: N/A
Licensure/Certification Preferred: ITIL v3/v4 Foundation or higher. 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.
VCU Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about VCU Health and has not been reviewed or approved by VCU Health.
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Healthcare Strength — Benefits are described as comprehensive, with medical, dental, vision, mental health, and prescription coverage, and low out-of-pocket costs when using VCU Health facilities. Multiple plan options provide flexibility across networks.
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Retirement Support — Retirement offerings include a 401(a) plan with employer matching contributions alongside 457(b) and 403(b) savings options. Life and disability insurance further strengthen long‑term financial protection.
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Leave & Time Off Breadth — Paid time off is positioned as a competitive component of the package. Additional supports such as adoption leave and back‑up care contribute to work‑life balance.
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