Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The ITSM Configuration Manager will be responsible for overseeing and leading the Configuration Management process within the ITSM framework. This role requires a strategic thinker who can ensure the effective governance, accuracy, and continuous improvement of the Configuration Management Database (CMDB) and related processes.

ESSENTIAL FUNCTIONS:

• Process Ownership: Own and manage the end-to-end Configuration Management process, ensuring it supports business needs and aligns with ITIL best practices.
• Governance and Compliance: Establish and enforce governance policies, standards, and procedures for Configuration Management, ensuring compliance with industry standards and regulatory requirements.
• Data Integrity: Ensure the accuracy and integrity of the Configuration Management Database (CMDB) by regularly auditing and updating configuration items (CIs).
• Data Mapping:  Oversee the data mapping of configuration data to ensure proper relationships and dependencies are maintained within the CMDB.
• Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and value of the Configuration Management process.
• Stakeholder Collaboration: Work closely with IT and business stakeholders to ensure the Configuration Management process meets their needs and integrates seamlessly with other ITSM processes.
• Training and Awareness: Develop and deliver training programs to increase awareness and understanding of Configuration Management principles and practices among IT staff and stakeholders.
• Incident and Problem Management: Collaborate with the IT support team to resolve incidents and problems related to the ITSM tool.
• Performance Metrics: Define and monitor key performance indicators (KPIs) to measure the success of the Configuration Management process and identify areas for improvement.

QUALIFICATIONS:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 10 years of experience in IT Service Management with a focus on Configuration Management and process ownership.
• Technical Skills:
  • Deep understanding of ServiceNow.
  • Proficiency in ITIL framework, particularly in Configuration Management.
  • Strong knowledge of CMDB and CI lifecycle management.

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on: