The IT Configuration Manager owns the strategy, governance, accuracy, and ongoing maturity of the Configuration Management Database (CMDB) and related configuration management practices. This role ensures configuration data is reliable, complete, and aligned to IT Service Management, IT Operations, asset management, risk, audit, and business objectives. The position partners across technology, service owners, process owners, and platform teams to improve visibility into IT services, assets, dependencies, and change impacts.

Duties & Responsibilities

• Lead the enterprise configuration management practice, including CMDB strategy, governance, standards, policies, procedures, operating model, and roadmap execution.

• Oversee CMDB data quality, completeness, accuracy, reconciliation, relationship mapping, lifecycle management, and ongoing health metrics.

• Partner with ITSM process owners, service owners, infrastructure teams, application teams, security, audit, and asset management teams to define configuration item scope, ownership, data requirements, and dependency relationships.

• Support incident, problem, change, release, asset, risk, audit, and service management processes by ensuring trusted configuration data is available for impact analysis, reporting, and operational decision-making.

• Manage CMDB-related reporting, dashboards, controls, audits, compliance monitoring, and continuous improvement activities to increase CMDB maturity and stakeholder adoption.

• Lead, coach, and develop team members responsible for configuration management operations, data stewardship, process execution, documentation, and stakeholder support.

• Evaluate and implement CMDB enhancements, integrations, discovery improvements, service mapping capabilities, automation opportunities, and platform functionality in partnership with technical teams.

• Facilitates annual attestations by the business to the data and attributes of a business application

It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Qualifications

Education Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or a related field required; equivalent work experience may be considered.

Minimum Experience

• Minimum of 5 years of experience in IT Service Management, configuration management, CMDB administration, IT asset management, infrastructure operations, or a related technology discipline, including experience leading process improvement or governance initiatives.

Licenses & Certifications

• ITIL Foundation certification preferred. ServiceNow certification, CMDB certification, or related ITSM/ITOM training preferred.

Knowledge, Skills, & Abilities

• Strong knowledge of ITIL practices, IT Service Management processes, configuration management principles, CMDB governance, data quality management, service mapping, discovery, and configuration item lifecycle management.

• Demonstrated ability to lead cross-functional stakeholders, establish standards, influence process adoption, analyze data quality trends, communicate complex technical concepts, and drive continuous improvement in a complex enterprise environment.

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels

• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor

• Ability to sit, walk, and/or stand for extended periods of time

• Ability to bend and reach

Work Environment

• Office: If the position reports to a physical Company location, the setting will be a typical office environment.

• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable).  Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.