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:

• Knowledge of IT infrastructure, systems, applications, and cloud environments.
• Knowledge of ITIL and ITSM fundamentals with a focus on Asset and Configuration Management.
• Knowledge of IT infrastructure components and how they relate to asset and configuration management processes. This includes hardware, software, networking, and cloud infrastructure.
• Knowledge of IT organizations especially service desk and service delivery
• Knowledge of IT Service Management (ITSM) in ServiceNow.
• Knowledge of data structure, relational data modeling and architectures
• Ability to work with a CMDB
• Verbal and written communication skills
• Ability to identify and resolve issues related to asset and configuration data integrity, compliance, and process efficiency.
• Knowledge of process documentation, report and dashboard creation in ServiceNow.
• Ability to manage relationships with vendors and external service providers.
• Experience integrating third-party data sources with ServiceNow
• Familiarity with scripting, workflow configuration, or ServiceNow automation

Certifications Required:

• Information Technology Infrastructure Library (ITIL) 3 or 4 Certification (Required)

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $55 to $60 per Hour (I16)

This position is based out of our headquarters in Colorado Springs. Relocation is not provided for this role.

Ent Credit Union does not provide visa sponsorship. (i.e, H-1B, TN, STEM OPT Training Plans, etc.)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

Benefits Summary Sheet

At Ent Credit Union, we offer a comprehensive benefits package, including:

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

For more information about our outstanding benefits please visit our careers page at www.ent.com/careers.

We anticipate this position to close on 6/5/2025. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)