ITSM Configuration and Change Administrator

Hagerty

5d•Remote

About The Position

As an ITSM Configuration and Change Administrator with strong ServiceNow experience you will support and mature our IT Configuration and Change Management practices. This role ensures the accuracy and reliability of configuration data while governing changes to production systems to minimize risk, maintain service stability, and enable informed decision-making across the organization. You will partner with architecture, operations, service owners, and ITSM leadership to build scalable, standards-driven approaches for service modeling, CI management, and change governance—strengthening the foundation for IT services across the enterprise. Ready to get in the driver’s seat? Join us! What You’ll Do Configuration Management & CMDB Govern and maintain the Configuration Management System (CMS), CMDB, and Common Service Data Model (CSDM) 5.0 within ServiceNow. Develop and enforce CMDB standards to ensure CI accuracy, completeness, compliance, and consistency. Lead and enhance ServiceNow Discovery, Service Mapping, Agent Client Collector, and Service Graph integrations. Maintain Identification & Reconciliation (I/R) rules and reconcile data across multiple sources. Support cloud and hybrid environments (AWS, Azure), improving service and infrastructure visibility. Conduct configuration audits and remediate unauthorized CI changes. Change Management & Governance Manage the ServiceNow Change Management process and serve as a subject matter expert. Coordinate the full lifecycle of Requests for Change (RFCs), including impact assessment, approvals, scheduling, and documentation. Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings. Monitor and manage the change calendar to avoid conflicts and align with business and maintenance windows. Partner with Incident, Problem, and Service Level Management teams to maintain service stability. Deliver reporting and analysis on change performance and risk trends. Participate in an on-call rotation to support emergency change requests outside normal business hours. Continuous Improvement & Enablement Identify opportunities for automation, process optimization, and reliability improvements using ServiceNow. Collaborate with ITSM leadership and stakeholders to improve process maturity and service quality. Develop and maintain process documentation, knowledge base articles, training materials, and job aids. Design and coordinate training and enablement for configuration and change management users. Support AI-enabled tool rollouts, including adoption strategies, resistance mitigation, and ethical/guardrail considerations. This might describe you Bachelor’s degree in Information Technology, Computer Science, or a related field. Strong experience with ServiceNow and ITSM in enterprise environments. Hands-on experience with CMDB, CSDM, Discovery, Service Mapping, and change management workflows. Experience supporting Configuration Management and Technology Change Management processes. Strong communication, organization, and stakeholder management skills. Ability to manage multiple priorities in a dynamic, collaborative environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
Strong experience with ServiceNow and ITSM in enterprise environments.
Hands-on experience with CMDB, CSDM, Discovery, Service Mapping, and change management workflows.
Experience supporting Configuration Management and Technology Change Management processes.
Strong communication, organization, and stakeholder management skills.
Ability to manage multiple priorities in a dynamic, collaborative environment.

Nice To Haves

5+ years of Configuration Management (CMDB) experience.
3+ years of Technology Change Management experience.
ITIL Foundation Certification.
ServiceNow certification (CMDB, Discovery, or related).
Experience with Agile, SDLC, or other delivery methodologies.
Familiarity with tools such as Intune, VMware, Jamf, Azure DevOps, and Workday.
Experience supporting AI initiatives or AI-driven change programs

Responsibilities

Govern and maintain the Configuration Management System (CMS), CMDB, and Common Service Data Model (CSDM) 5.0 within ServiceNow.
Develop and enforce CMDB standards to ensure CI accuracy, completeness, compliance, and consistency.
Lead and enhance ServiceNow Discovery, Service Mapping, Agent Client Collector, and Service Graph integrations.
Maintain Identification & Reconciliation (I/R) rules and reconcile data across multiple sources.
Support cloud and hybrid environments (AWS, Azure), improving service and infrastructure visibility.
Conduct configuration audits and remediate unauthorized CI changes.
Manage the ServiceNow Change Management process and serve as a subject matter expert.
Coordinate the full lifecycle of Requests for Change (RFCs), including impact assessment, approvals, scheduling, and documentation.
Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.
Monitor and manage the change calendar to avoid conflicts and align with business and maintenance windows.
Partner with Incident, Problem, and Service Level Management teams to maintain service stability.
Deliver reporting and analysis on change performance and risk trends.
Participate in an on-call rotation to support emergency change requests outside normal business hours.
Identify opportunities for automation, process optimization, and reliability improvements using ServiceNow.
Collaborate with ITSM leadership and stakeholders to improve process maturity and service quality.
Develop and maintain process documentation, knowledge base articles, training materials, and job aids.
Design and coordinate training and enablement for configuration and change management users.
Support AI-enabled tool rollouts, including adoption strategies, resistance mitigation, and ethical/guardrail considerations.