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Job Description

Insight Global is seeking an ITSM Configuration Management II, either remote or local to Richmond, VA, to define, own, and mature ITIL‑based Configuration Management (CMS, CMDB, and CSDM) lifecycles within ServiceNow, leveraging ITIL expertise to lead and coordinate initiatives that develop or enhance services, processes, procedures, and standards. This role requires an associate’s degree and 3+ years of experience owning and governing Configuration Management (CMS/CMDB) process lifecycles, including CMDB and CSDM, with responsibility for service design, governance, reporting, metrics, and service improvement. The ideal candidate will have hands-on experience with ServiceNow or a similar ITSM platform, a strong understanding of CMDB data models, class hierarchies, and CI relationships across infrastructure and applications, and proven experience applying ITSM and ITIL practices across process analysis, design, implementation, operational support, and service improvement. This role also involves developing dashboards, reports, metrics, and trend analysis, as well as leading medium-sized customer or partner engagements to deliver new or enhanced IT processes, services, or solutions. The salary for this role ranges from $70,000-$95,000, based on experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Associates' degree

• 3+ years of experience owning and governing ITIL-based Configuration Management (CMS/CMDB) process lifecycles in ServiceNow, including CMDB and CSDM, with responsibility for service design, governance, reporting, metrics, and service improvement

• Experience with ServiceNow or a similar ITSM platform, including working knowledge of CMDB data models, class hierarchies, and CI relationships across IT infrastructure and applications.

• Strong experience applying IT Service Management (ITSM) and ITIL practices, including business process analysis, design, implementation, operational support, training, and service improvement.

• Experience developing dashboards, reports, metrics, and trend analysis, and leading medium-sized customer or partner engagements to deliver new or enhanced processes, services, or solutions. • 4+ years of experience in ITSM and Configuration Management

• ServiceNow certifications (ITSM, CMDB, Discovery, Service Mapping, or CSDM)

• ITIL v3 or v4 certification

• Healthcare IT or other highly regulated environment experience

• Experience with ServiceNow Discovery, Service Mapping, and IT Asset Management (ITAM)

Familiarity with Agile, SDLC, or other delivery methodologies