ITSM Process Owner Sr (Asset Lifecycle & Configuration Management)

Company Description

This position is based out of our headquarters in Colorado Springs.

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

We are looking for a seasoned and proactive ITSM Process Owner to lead the Asset Lifecycle and Configuration Management functions across our IT environment. This role will be the owner of both IT Asset Management and the Configuration Management Database (CMDB) in ServiceNow, driving the definition, implementation, and continuous improvement of related processes. The ideal candidate will bring a strong blend of technical depth and strategic thinking, with a passion for data integrity, process governance, and aligning ITSM practices with business goals. You'll serve as a key enabler of our digital maturity, working across IT to ensure assets and configuration items (CIs) are well-governed, cost-effective, and support service excellence.

Essential Functions

• Process Ownership & Governance: Define, implement, and manage the Asset Lifecycle Management and Configuration Management processes, ensuring alignment with ITIL best practices, regulatory compliance, and organizational goals. Establish and enforce governance frameworks, including policies, roles/responsibilities, and procedures for asset and CI lifecycle. Maintain strong integration with Incident, Problem, and Change Management processes to ensure consistency and traceability.
• Configuration Identification & Service Mapping: Establish and manage methods for identifying, documenting, and maintaining configuration items (CIs) within the CMDB. Collaborate with IT teams to develop and continuously improve Service Mapping to ensure accurate representation of business services and their supporting infrastructure.
• Tool Ownership & Data Integrity Act as a subject matter expert and system steward for ServiceNow Asset Management, CMDB, Discovery, and Service Mapping modules. Monitor data quality, CI relationships, and service dependencies; define metrics and perform audits to drive data integrity. Provide dashboards and actionable reports for stakeholders, enabling better decision-making, cost control, and compliance.
• Strategic Alignment & Technology Leadership Assist in defining ITSM strategy and roadmaps, aligning asset/configuration management with broader business initiatives. Participate in architectural reviews and infrastructure planning to ensure system changes consider capacity, continuity, and recovery requirements. Evaluate and recommend new tools and technologies within the configuration and asset management domain.
• Training, Coaching & Support: Deliver training and documentation to support teams, fostering adoption of best practices in asset and configuration management. Provide technical leadership and mentoring to peers; serve as an escalation point for complex CMDB or asset-related issues. Support internal stakeholders in the procurement, optimization, re-use, and retirement of IT assets.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Engineering, Data Analytics, Business Management, Process Improvement or similar field of study (Preferred)
• 5+ Years of experience in IT Service Management, with demonstrated success managing Asset and Configuration Management processes (Required)
• 3+ Years hands-on experience with ServiceNow especially the CMDB, Discovery, Asset Management, and/or Service Mapping modules (Required)
• 3+ Years demonstrated ability to lead both strategic planning and operational execution (Preferred)

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.


Technical or Specialized Knowledge/Skills: