Hagerty · 19 hours ago
ITSM Configuration and Change Administrator
United States
Full-time
Remote
Mid, Senior Level
5+ years expHagerty is an automotive enthusiast brand and the world’s largest membership organization. They are seeking an ITSM Configuration and Change Administrator to support and mature IT Configuration and Change Management practices, ensuring the accuracy and reliability of configuration data while governing changes to production systems.
Auto InsuranceInsuranceInsurTech
Responsibilities
Govern and maintain the Configuration Management System (CMS), CMDB, and Common Service Data Model (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 (I/R) rules and reconcile data across multiple sources
Support cloud and hybrid environments (AWS, Azure), improving service and infrastructure visibility
Conduct configuration audits and remediate unauthorized CI changes
Manage the ServiceNow Change Management process and serve as a subject matter expert
Coordinate the full lifecycle of Requests for Change (RFCs), including impact assessment, approvals, scheduling, and documentation
Lead Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings
Monitor and manage the change calendar to avoid conflicts and align with business and maintenance windows
Partner with Incident, Problem, and Service Level Management teams to maintain service stability
Deliver reporting and analysis on change performance and risk trends
Participate in an on-call rotation to support emergency change requests outside normal business hours
Identify opportunities for automation, process optimization, and reliability improvements using ServiceNow
Collaborate with ITSM leadership and stakeholders to improve process maturity and service quality
Develop and maintain process documentation, knowledge base articles, training materials, and job aids
Design and coordinate training and enablement for configuration and change management users
Support AI-enabled tool rollouts, including adoption strategies, resistance mitigation, and ethical/guardrail considerations
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field
Strong experience with ServiceNow and ITSM in enterprise environments
Hands-on experience with CMDB, CSDM, Discovery, Service Mapping, and change management workflows
Experience supporting Configuration Management and Technology Change Management processes
Strong communication, organization, and stakeholder management skills
Ability to manage multiple priorities in a dynamic, collaborative environment
Preferred
5+ years of Configuration Management (CMDB) experience
3+ years of Technology Change Management experience
ITIL Foundation Certification
ServiceNow certification (CMDB, Discovery, or related)
Experience with Agile, SDLC, or other delivery methodologies
Familiarity with tools such as Intune, VMware, Jamf, Azure DevOps, and Workday
Experience supporting AI initiatives or AI-driven change programs
Benefits
Compensation
Comprehensive benefits
The perks that set us apart
Company
Hagerty
We're Hagerty, and we help enthusiast drivers insure, buy/sell and enjoy their rides. #NeverStopDriving
1001-5000 employees
H1B Sponsorship
Hagerty has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
2022 (2)
2021 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$195.6M2025-08-07Post Ipo Secondary· $90.6M
2023-06-23Post Ipo Equity· $80M
2023-06-23Post Ipo Debt· $25M
Leadership Team
Arjun Chowdri
Senior Vice President, Membership & Retention
Gary Chard
Senior Vice President, Operations - Marketplace
Recent News
Broad Arrow Auctions
2025-07-22
Company data provided by crunchbase