Lead ServiceNow Configuration Manager

Guardian Life is looking for a dynamic ServiceNow Configuration Manager to join our team! In this pivotal role, you will be responsible for leading the design, implementation, and management of our CMDB within the ServiceNow platform. Apply your ITIL expertise to maintain accurate CMDB data for IT operations and strategic decisions.

You Are:

• An experienced ITSM professional who is dedicated to safeguarding the accuracy and integrity of crucial IT assets and configurations.
• Excel at designing, implementing, and managing CMDBs, driving data quality, and supporting seamless IT operations.

You Will:

• Define and implement the CMDB strategy, ensuring alignment with organizational goals, cybersecurity requirements, and ITIL best practices.
• Develop and enforce CMDB governance policies to maintain data integrity and compliance.
• Establish processes to monitor and improve data quality, including dashboards and reporting.
• Oversee the design of the CMDB, including CI (Configuration Item) classes, relationships, and attributes.
• Lead the implementation and configuration of ServiceNow Discovery, Service Mapping, and other CMDB related modules.
• Collaborate with IT teams to integrate external data sources and systems with the CMDB.
• Ensure the CMDB supports IT operations, incident, problem, and change management processes plus risk modules.
• Troubleshoot and resolve CMDB-related issues, including integrations and data quality issues, and provide ongoing maintenance and enhancements.
• Partner with IT, security, and business teams to understand requirements and ensure the CMDB supports operational and strategic goals.
• Work with vendors and partners to implement and optimize CMDB related tools and integrations.
• Communicate CMDB health and maturity metrics to leadership.
• Manage the day-to-day activities of the process, including establishing priorities and work assignments.
• Track compliance to policies and procedures and resolve/escalate any compliance issues.
• Review and approve significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.
• Mentor the organization on Configuration Management services, concepts, policies, and procedures.
• Assist with all audits in regards to the CMDB.

You Have:

• Bachelor's degree.
• 5+ years working on and in ServiceNow’s CMDB.
• Proven experience in CMDB design, implementation, and management.
• Proficiency in ServiceNow Discovery, Service Mapping, and related modules.
• Demonstrated history of success in ITSM roles.
• Detailed knowledge of ITIL principles and standard methodologies (ITIL4 certification is a plus).
• A strong focus on Process Improvement and a data-driven approach to decision-making.
• Exceptional communication (both written and verbal) and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Strong understanding of ITSM tools and technologies.
• Experience with ServiceNow
• Strong analytical and problem-solving skills.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Experience in managing complex projects from inception to completion.
• Familiarity with Industry regulations, standards, and frameworks related to the CMDB (e.g. NIST, ITIL, COBIT)
• Familiarity with CI/CD pipelines, DevOps practices, and Agile methodologies is advantageous.

Location & Travel:

• Hybrid 3 days a week onsite at a Guardian Location in New York, NY, Holmdel, NJ, Bethlehem, PA, Pittsfield, MA or Stamford, CT

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the Jobs Hub in Workday.