Security Clearance required:

Do you want to make a difference? 
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team 
We are seeking an ITSM Configuration Manager to play a crucial role on a Hybrid Agile development team tasked with modernizing IT Service Management (ITSM) for a federal agency through the ServiceNow Enterprise Service Management (ESM) platform. This position will play a pivotal role in maintaining and optimizing the Configuration Management Database (CMDB) to ensure accurate and up-to-date information regarding IT assets, relationships, and configurations. The ITSM Configuration Manager will collaborate with cross-functional teams, enforce configuration management policies, and contribute to the overall efficiency and reliability of IT services. The ITSM Configuration Manager must have experience in managing configuration programs to ensure that all proposed and actual changes to program technology and documentation are properly staffed, approved, and tracked. The ITSM Configuration Manager must facilitate the change notification process used for updating product(s) and service(s) and must ensure notification of performing organizations or project teams of change activity. This position is contingent upon contract award.
 
What is the position? 

The ITSM Configuration Manager will place a crucial role in ensuring that our stakeholders have access to correct and trustworthy information about IT services to support decision-making and service delivery.

What will I get to do?  

Configuration Management: Establish and maintain a robust Configuration Management process, ensuring alignment with ITSM best practices as well as define and implement Configuration Item (CI) identification, control, status accounting, and audits to guarantee the integrity of the CMDB.

CMDB Maintenance & Accuracy: Regularly update and validate configuration data in the CMDB to reflect the current state of IT assets, relationships, and dependencies. And conduct periodic audits to verify the accuracy and completeness of configuration data, resolving discrepancies and anomalies promptly.

Change Management Collaboration: Collaborate with the Change Management team to ensure that all changes are accurately recorded in the CMDB and that any impacts on configurations are thoroughly assessed and documented.

Documentation and Reporting: Create and maintain comprehensive documentation related to configuration management processes, standards, and procedures. Generate and distribute reports on configuration related metrics, trends, and compliance to relevant stakeholders.

Incident & Problem Management Support: Provide support to Incident and Problem Management teams by ensuring accurate and timely access to configuration data, aiding in root cause analysis and resolution.

Collaboration & Communication: Work closely with IT teams, including infrastructure, development, and support, to gather and update configuration information, and to communicate the impact of changes on the IT environment.

Continuous Improvement: Identify opportunities for process improvements and automation within the Configuration Management process, contributing to the overall efficiency and effectiveness of IT service delivery.

What do I need? 

• Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.
• Bachelor's Degree (Computer Science, Engineering, Management, Math, or equivalent discipline is required).
• Minimum 5 years of relevant experience.
• 8 years of additional relevant experience may be substituted for education.
• Experience in managing configuration programs to ensure that all proposed and actual changes to program technology and documentation are properly staffed, approved, and tracked.
• Must facilitate the change notification process used for updating product(s). Must ensure notification of performing organizations or project teams of change activity.
• Excellent written and verbal communication abilities.

 
What additional characteristics will help me thrive?  

• ServiceNow Certification(s) is/are highly desired, displaying a deep understanding of the platform and its ca