IT Service Management Specialist – Configuration Management

Voya Financial

IT Service Management Specialist responsible for configuration management at Voya. Governing the Configuration Management Database and ensuring accuracy for ITSM processes.

Posted 7/28/2026full-timeWindsor • Connecticut, Florida, Iowa, Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $71,090 - $118,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Configuration Management processes and IT Service Management, with a strong focus on maintaining the accuracy of the Configuration Management Database (CMDB) and implementing process improvements. Proficient in ServiceNow and skilled in collaboration with cross-functional teams to enhance service delivery.

Highest-signal resume keywords

IT Service Management (ITSM)Configuration Management Database (CMDB)ServiceNowProcess Improvement MethodologiesITIL v3/v4 Foundation Certified

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Configuration ManagementIT Asset ManagementService Catalog ManagementData ReportingCloud DiscoveryApplication ManagementCI Accuracy CertificationsConfiguration ModelingMicrosoft ExcelBusiness Intelligence Tools

Soft Skills

Collaboration SkillsCommunication Skills

Tools & Technologies

ServiceNowMicrosoft Office SuiteCommon Services Data Model (CSDM)

Certifications & Qualifications

ITIL v3/v4 Foundation Certified

Industry Keywords

Configuration ManagementIncident ManagementChange ManagementProblem ManagementService Improvement

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Responsible for managing tasks associated with daily execution of Voya’s Configuration Management process and the governance of the enterprise Configuration Management Database (CMDB).
A point of accountability for the accuracy of the types of configuration items that expose risk for IT Service Management (ITSM) processes, including Incident Management, Change Management and Problem Management.
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.

Requirements

What you’ll need

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 with support 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.

Benefits

Comp & perks

Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year