Service Asset Configuration Management Process Manager


Date: Jun 15, 2022

Location: Alpharetta, GA, US

Company: New York Life Insurance Co



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.



The Service Asset Configuration Management Process Manager is responsible for managing the overall asset and configuration management program. A key focus of this role is developing and implementing processes and procedures that combine both asset and configuration management into a single cohesive process and/or program. This includes developing and managing standards and processes for assets and configuration items to drive the overall quality of the Asset and Configuration Management Database (CMDB). This role ensures that assets/configuration items and associated relationships are accurate and complete by confirming process adherence and data quality against documented standards. Will be responsible for asset and configuration management activities including identifying, analyzing, and controlling changes to hardware, software, documentation, and other asset/configuration items. Will involve supporting the asset and configuration management processes, building exception reports, and maintaining core data used by the asset & configuration management system.


Key Duties and Responsibilities:

  • The Primary function will be to maintain an effective Asset and Configuration Management Process, including ownership, population, maintenance, & relationships of assets and configuration items.
  • Oversees and performs audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with owners and support teams to remediate data inaccuracies.
  • Collaborate with technology teams to design integrations and consolidate data from hardware discovery and asset repository systems, ensuring the Asset and Configuration Management Database has updated source data.
  • Design, implement, and socialize detailed asset and configuration management reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide
  • Develops key performance indicators for the asset and configuration management process. Produces reports to evaluate the performance of the process and institutes actions to alleviate shortcomings or streamline the process.
  • Responsible for developing, maintaining, and communicating service asset and configuration management standards, processes, policies and procedures.
  • Monitor and maintain an Asset and Configuration Management Dashboard
  • Research and remediate any data quality issues reported via Discovery loads and impacts the integrity of the data in the Asset or Configuration Management Database.
  • Knowledge and understanding of Industry Standard or Best Practices within the Service Asset Configuration Manager (SACM) space.
  • Provide input to identify opportunities to improve or reengineer the Service Asset and Configuration Management Processes
  • Support internal or external audit requests.
  • Proactively identify and suggest improvement areas.
  • Ability to communicate to non-technical and technical resources

Required Qualifications:

  • 5+ years ServiceNow development and administration in an enterprise environment.
  • Ability to configure, develop, and implement functionality within ServiceNow.
  • ServiceNow System Administrator Certification
  • Demonstrable Service Catalog, Service Portal, Asset and Configuration Management experience
  • Ability to relate to software engineering challenges and practices


Preferred Education/Experience

  • Education: Bachelor of Science in Computer Science, a similar technical discipline or comparable experience
  • 2+ years of on-the-job experience with managing Assets and/or CMDB – preferably in ServiceNow
  • Familiarity with IT service management (ITSM) toolsets, preferably ServiceNow
  • Experience in ITIL Service Asset & Configuration Management.
  • Practical experience in ITIL service management functions and processes.
  • Experience with configuring and maintaining the Hardware and Software Asset modules in ServiceNow
  • Experience in CMDB Service Mapping and Taxonomy.
  • Experiencing in CMDB Discovery Administration and Cloud Administration
  • Prior hands - on experience creating and maintaining SACM reports and dashboards.
  • Experience with integrations of multiple disparate transactional systems across the enterprise.
  • Excellent communication skills.
  • ITIL Foundation certification.
  • Highly motivated self - starter.
  • Adapt at working in highly matrixed cross functional teams.


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 86604




Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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