Configuration Management Process Manager


Date: Mar 25, 2023

Location: Remote, GA, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.



This role is Hybrid and only requires 3 days per quarter in one of our offices.


The Configuration Management (CM) Process Manager is responsible for managing all aspects of the Configuration Management process and the enterprise Configuration Management DataBase (CMDB).


The CM Process Manager is required to design, organize, direct, and manage all aspects of the CMDB and ensure that is provides value to the enterprise and all associated support processes and capabilities. This role is accountable for ensuring the validity of data maintained in the CMDB by authenticating and verifying all inputs into the CMDB, validating processes to maintain the lifecycle of Configuration Items, and architecting improvement efforts to enrich the design of the CMDB. This role is ultimately accountable for ensuring that the CMDB is the system of record of innovation for our technology components and enterprise processes (ITSM, Risk/Security, Operations, etc.). 


Key Duties and Responsibilities:

  • Define the complete configuration item (CI) lifecycle and ensure that the configuration management tool manages lifecycle updates to reflect the status of a configuration item.
  • Develop, implement, and communicate processes to track and update configuration items to oversee quality control throughout the CI lifecycle.
  • Responsible for developing, maintaining, and communicating configuration management standards, processes, policies, and procedures; recommend updates based on experiences to streamline processes and improve efficiency of execution.
  • Oversees and performs configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with owners and support teams to remediate data inaccuracies.
  • Monitors health of the configuration management process and the CMDB, recommending process, design, or operational updates to reduce time and improve overall data quality.
  • Collaborate with IT Asset Management and other technology teams (i.e. Discovery) to design integrations and consolidate data from hardware discovery and asset repository systems, ensuring the CMDB has updated source data.
  • Design, implement, and socialize detailed configuration management reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide
  • Develops key performance indicators for the configuration management process. Produces reports to evaluate the performance of the process and institutes actions to alleviate shortcomings or streamline the process.
  • Lead efforts to identify opportunities to improve or reengineer the Configuration Management Process and the CMDB


Required Qualifications

  • 7+ years managing an enterprise Configuration Management Database (CMDB).
  • Ability to configure, develop, and implement CMDB related functionality (including IRE) within ServiceNow.
  • Familiarity with multiple discovery tools including ServiceNow Discovery, BMC Helix, SCCM, CloudAware, Qualys
  • Preference to candidates with certifications including Configuration Management (CMII), ServiceNow CMDB & Discovery certifications, ITIL 4.


Preferred Education/Experience

  • Education: Bachelor of Science in Computer Science, a similar technical discipline or comparable experience
  • 7+ years of on-the-job experience with managing CMDB and/or Assets – 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 Configuration (CMDB) 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 Configuration Managemnt 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.





Salary range: $70,000-$105,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.



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: 88513




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