ITSM Configuration and Change Administrator
Hagerty
Job Overview
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Job Description
Overview
As an ITSM Configuration and Change Administrator with strong ServiceNow experience, you will support and mature Hagerty's IT Configuration and Change Management practices. This role ensures the accuracy and reliability of configuration data while governing changes to production systems to minimize risk, maintain service stability, and enable informed decision-making.
What You’ll Do
Configuration Management & CMDB: Govern and maintain the CMS, CMDB, and CSDM 5.0 within ServiceNow. Develop and enforce CMDB standards to ensure CI accuracy, completeness, compliance, and consistency. Lead and enhance ServiceNow Discovery, Service Mapping, Agent Client Collector, and Service Graph integrations. Maintain Identification & Reconciliation rules and reconcile data across multiple sources. Support cloud and hybrid environments (AWS, Azure), and conduct configuration audits.
Change Management & Governance: Manage the ServiceNow Change Management process including impact assessment, approvals, scheduling, and documentation. Lead CAB and ECAB meetings, manage the change calendar, and partner with Incident, Problem, and Service Level teams. Participate in on-call rotations for emergency change requests.
Continuous Improvement & Enablement: Identify automation and process optimization opportunities. Collaborate with ITSM leadership to improve process maturity and service quality. Develop process documentation, training materials, and support AI-enabled tool rollouts.
This Might Describe You
Bachelor’s degree in IT or related field, strong ServiceNow and ITSM experience, hands-on with CMDB, Discovery, Service Mapping, and change workflows. Excellent communication, organizational, and stakeholder management skills are essential.
Preferred Qualifications
- 5+ years of Configuration Management experience.
- 3+ years of Technology Change Management experience.
- ITIL Foundation Certification and ServiceNow certifications.
- Familiarity with Agile, SDLC, and tools like Intune, VMware, Jamf, Azure DevOps, and Workday.
- Experience supporting AI initiatives.
Other Things To Note
This role is remote within the U.S. with occasional travel for quarterly events. Applicants from specific states and jurisdictions should email recruiting@hagerty.com for compensation info, benefits, and perks.
About Hagerty
Hagerty is an automotive enthusiast brand and the world’s largest membership organization. They provide specialty insurance and foster a vibrant automotive community committed to preserving car culture for future generations.
EEO/AA and Benefits
Hagerty adheres to EEO/AA guidelines and offers comprehensive benefits across the US, Canada, and UK.
Key skills/competency
- ServiceNow
- CMDB
- Change Management
- Configuration Management
- ITSM
- CSDM
- Discovery
- Service Mapping
- AWS/Azure
- Process Improvement
How to Get Hired at Hagerty
- Research Hagerty's culture: Study their mission, values, and recent news.
- Customize your resume: Emphasize ServiceNow and ITSM expertise.
- Network strategically: Connect on LinkedIn and industry forums.
- Prepare examples: Highlight your CMDB and change management successes.
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