ITSM Configuration Manager

IT Configuration Manager, EIS - Platform Engineering & Ops, Enterprise Technology & Experience

(Full-Time, Springfield, Hybrid Office)

The Opportunity

We are seeking a highly skilled and motivated Configuration Management Lead with deep expertise in ServiceNow to drive the strategic and operational management of our Configuration Management Database (CMDB). This role is critical in ensuring accurate, reliable, and actionable configuration data to support ITIL processes, improve service delivery, and enable informed decision-making across the organization. 

The Team

Our Configuration Management Database (CMDB) team oversees the daily management and ongoing maintenance of the CMDB. Their responsibilities include proactively identifying and resolving issues that could impact the integrity of the CMDB, while also developing solutions to meet our dynamic business needs.  By working closely with stakeholders and customers, the team ensures that users can leverage the full value of CMDB data to support organizational goals. Additionally, the team manages ServiceNow discovery processes and provides critical support for Security Operations (SecOps) practices within the organization.

The Impact:

You will be responsible for maintaining the integrity of CMDB data and related processes, collaborating with stakeholders and clients to identify potential enhancements and optimizations. Additionally, you will lead a team committed to achieving operational excellence and ensuring high standards of data quality, serving as a reliable resource for the organizations and functions that depend on the CMDB.  

The Minimum Qualifications

• Bachelors degree
• 8+ years of experience with ServiceNow and ITSM
• 5+ years of hands-on technical experience with ServiceNow CMDB, Discovery, Automated Top-Down Discovery , Service Mapping and ServiceGraph connectors. 

The Ideal Qualifications

• Proven experience as a Configuration Management Lead or similar role. 
• Able to drive and support technical resources through complex solutions and problems 
• Strong understanding of ITIL framework, especially Configuration Management and Change Management. 
• Excellent ServiceNow CMDB troubleshooting, and data analysis skills 
• Experience with data modeling, CI lifecycle management, and CMDB integrations. 
• Excellent analytical, communication, and stakeholder management skills. 
• Ability to lead cross-functional teams and manage multiple priorities. 
• 5+ years of experience leading a Configuration Management Team 
• Experience with ServiceNow ITSM, ITOM modules (Event Management, Orchestration, etc.). 
• Familiarity with cloud infrastructure (AWS, Azure) and hybrid environments. 
• Experience in regulated industries or large enterprise environments. 
• ServiceNow certified for one or more practice relevant to the CMDB practice (e.g., Certified Implementation Specialist – CMDB or Discovery). 

What to Expect as Part of MassMutual and the Team

• Regular collaboration with the Platform Engineering & Operations Team, plus multiple Stakeholders
• Focused one-on-one time with your manager
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

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