ITSM Configuration Manager

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The ITSM Configuration Manager establishes and maintains the governance framework for the CMDB, partnering with infrastructure, application, and business owners to define critical data requirements. They are responsible for analyzing and translating complex infrastructure relationships into clear architectural dependencies within ServiceNow. This role defines the policies, standards, and models that guide all configuration management activities for the ecosystem. The Configuration Manager works across many domains including business, information, applications, and infrastructure to develop roadmaps that outline how the CMDB will evolve to meet future business objectives.

MINIMUM REQUIREMENTS

Education: Bachelor's Degree in Computer Information Systems or equivalent education and/or work experience preferred.

Experience: 7+ years direct work experience in a similar role. Proven experience maintaining healthy CMDB environments and formally establishing configuration management as a practice. Experience with ServiceNow Discovery, Service Mapping, and CMDB Universal Discovery is required. Proficiency in ServiceNow, CMDB, ITSM, ITAM, and discovery tools.

Travel: 0-15%

Work Schedule: This position works between the hours of 7 AM and 5 PM, Monday- Friday. However, work may be performed at any time on any day of the week to meet business needs.

KEY RESPONSIBILITIES

• CMDB Governance & Strategy: Leads and coordinates the domain technical and business discussions relative to the configuration management strategy and roadmap. Formally establishes configuration management practices and expands CMDB functionality to meet business needs.
• Data Quality & Health: Responsible for the analysis, design, and development of CMDB health dashboards and remediation plans. Implements data quality audits and establishes routine reporting for real-time status.
• Policy Development: Supports, develops, and communicates domain-wide policies, standards, guidelines, and procedures regarding Configuration Item (CI) maintenance. Defines and implements CI naming standards and aging policies.
• Process Integration: Facilitates and leads the evaluation of data quality standards and manages the reconciliation of CIs. Collaborates with incident, problem, and change management teams to ensure data accuracy supports these critical functions.
• Architecture & Roadmap: Analyzes the current architecture to identify weaknesses in data topology and develop opportunities for improvements. Develops roadmaps that outline how solutions will be structured in the future.
• Discovery & Automation: Coordinates architecture implementation and modification activities related to ServiceNow Discovery. Experience implementing discovery for large-scale environments to systematically collect and store accurate configuration data.
• Stakeholder Alignment: Works closely with project management, hardware/software asset management teams, and business partners to ensure alignment of plans with the solution being delivered.
• Audit & Compliance: Addresses and remediates audit findings within allocated time frames and ensures the conceptual completeness of the technical solution.
• Performs other related duties as required and assigned

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give YOU the Chance to Thrive?

If you’re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what’s possible for your future.

Once you’re a team member, you’re supported and provided with the knowledge and resources to achieve your career goals with FTI. You’re officially in the driver’s seat of your career, and FTI’s career development and continued education programs give you opportunities to position yourself for success.

FTI is a “merit to the core” organization. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package.

Benefits are the Game-Changer

We provide industry-leading benefits as an investment in the lives of team members and their families. You’re invited to review the full list of FTI benefits available to regular/full-time team members. Start here. Grow here. Succeed here. If you’re ready to learn more about your career with FTI, apply today!

Faith Technologies, Inc. is an Equal Opportunity Employer – veterans/disabled.