IT Change and Configuration Manager

Location: Hybrid - Pittsburgh

Job Type: Full Time / Permanent

The IT Change and Configuration Manager has responsibility for corporate IT infrastructure policy, standards and procedures as they pertain to change management. This role will govern these processes and lead change control meetings. The IT Change and Configuration Manager is also responsible for continuous improvement in this space and will maintain accurate documentation of the processes and changes to those processes. The second portion of this role pertains to ownership and maintenance of our configuration management database. This will require competence in both design aspects of ServiceNow Common Service Data Model (CMDB), as well as data management. The IT Change and Configuration Manager will be capable of efficiently processing requests, creating and updating content, maintenance of records and process improvement. Additionally, expertise in ServiceNow Common Service Data Model (CSDM), Discovery, Service Mapping, Patterns, and the Data Manager is required.


  • Acts as a ServiceNow and CMDB champion both within corporate IT (GIS) and our business units
  • Owns, maintains, and governs the enterprise configuration management database.
  • Analyzes and approves incoming requests for change to CMDB and core foundation data.
  • Creates and updates, or otherwise maintains CMDB records as needed.
  • Moves the company forward as it pertains to the design and organization of our CMDB data by utilizing the common service data model, discovery and service mapping.
  • Owns, maintains, and governs the corporate IT change process for Infrastructure.
  • Facilitates weekly change management meetings for Infrastructure group.
  • Facilitates our daily management meeting.
  • Effectively documents policies, standards and processes pertaining to their areas of responsibility.
  • Takes part in ServiceNow upgrade and change related testing exercises.
  • Serves as a member of our core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management.
  • Possesses a working knowledge of the ServiceNow Change Management Module
  • Maintains and conducts end-user training on a periodic basis.
  • Participates as a project team member on projects relating to areas of responsibility.

Basic Qualifications: 

  • High school diploma or GED
  • Minimum 5 years’ experience with ServiceNow and ServiceNow CMDB
  • Demonstrated knowledge of ServiceNow foundation data/tables
  • Experience with Microsoft Office and O365 tools including Excel, Teams and SharePoint
  • Experience with ServiceNow CMDB in the following areas: Common Service Data Model (CSDM), Discovery, Service Mapping, Patterns, Data Manager, Experience with ITSM processes, most importantly Change Management

Preferred Qualifications: 

  • Bachelor’s degree in information sciences, Information Technology or Computer Science from an accredited institution
  • ITIL Certification
  • ServiceNow Service Request Development experience
  • Project Management Experience
  • Excellent verbal and written communication skills
  • Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills.