Mutual Opportunities
ITSM Configuration Manager
Springfield, Massachusetts; Boston, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
IT Configuration Manager, EIS - Platform Engineering & Ops, Enterprise Technology & Experience
(Full-Time, Springfield, Hybrid Office)
The Opportunity
We are seeking a highly skilled and motivatedConfiguration Management Leadwith deep expertise inServiceNowto drive the strategic and operational management of our Configuration Management Database (CMDB). This role is critical in ensuring accurate, reliable, and actionable configuration data to support ITIL processes, improve service delivery, and enable informed decision-making across the organization.
The Team
Our Configuration Management Database (CMDB) team oversees the daily management and ongoing maintenance of the CMDB. Their responsibilities include proactively identifying and resolving issues that could impact the integrity of the CMDB, while also developing solutions to meet our dynamic business needs. By working closely with stakeholders and customers, the team ensures that users can leverage the full value of CMDB data to support organizational goals. Additionally, the team manages ServiceNow discovery processes and provides critical support for Security Operations (SecOps) practices within the organization.
The Impact:
You will be responsible for maintaining the integrity of CMDB data and related processes, collaborating with stakeholders and clients to identify potential enhancements and optimizations. Additionally, you will lead a team committed to achieving operational excellence and ensuring high standards of data quality, serving as a reliable resource for the organizations and functions that depend on the CMDB.
The Minimum Qualifications
- Bachelors degree
- 8+ years of experience with ServiceNow and ITSM
- 5+ years of hands-on technical experience with ServiceNow CMDB, Discovery, Automated Top-Down Discovery , Service Mapping and ServiceGraph connectors.
The Ideal Qualifications
- Proven experience as a Configuration Management Lead or similar role.
- Able to drive and support technical resources through complex solutions and problems
- Strong understanding of ITIL framework, especially Configuration Management and Change Management.
- Excellent ServiceNow CMDB troubleshooting, and data analysis skills
- Experience with data modeling, CI lifecycle management, and CMDB integrations.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to lead cross-functional teams and manage multiple priorities.
- 5+ years of experience leading a Configuration Management Team
- Experience with ServiceNow ITSM, ITOM modules (Event Management, Orchestration, etc.).
- Familiarity with cloud infrastructure (AWS, Azure) and hybrid environments.
- Experience in regulated industries or large enterprise environments.
- ServiceNow certified for one or more practice relevant to the CMDB practice (e.g., Certified Implementation Specialist – CMDB or Discovery).
What to Expect as Part of MassMutual and the Team
- Regular collaboration with the Platform Engineering & Operations Team, plus multiple Stakeholders
- Focused one-on-one time with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
#LI-RK1
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $118,900-$156,000
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 85% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say the work they do at MassMutual is meaningful - 85% of employee respondents say they feel encouraged to come up with new and better ways of doing things
*Source: 2025 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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