Configuration Manager

The contractor shall provide IT Infrastructure support services, which include Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: The Configuration Manager is responsible for establishing, executing, and continuously improving configuration management (CM) processes to ensure the integrity, traceability, and control of the NCUA's IT infrastructure and services. This role leads the identification, documentation, and lifecycle management of configuration items (CIs) across hardware, software, virtual/cloud resources, and network components, ensuring accurate relationships and dependencies are maintained within the CMDB and supporting repositories.

The contractor shall provide IT Infrastructure support services, which include Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: The Configuration Manager is responsible for establishing, executing, and continuously improving configuration management (CM) processes to ensure the integrity, traceability, and control of the NCUA's IT infrastructure and services. This role leads the identification, documentation, and lifecycle management of configuration items (CIs) across hardware, software, virtual/cloud resources, and network components, ensuring accurate relationships and dependencies are maintained within the CMDB and supporting repositories.

The Configuration Manager shall be responsible for but not limited to the following duties:

• Define and document the configuration items (CIs) within the IT environment, including hardware, software, and network components.

• Coordinate changes to configuration items to ensure that only authorized modifications are implemented.

• Conduct audits and verifications to ensure that the configuration items are correctly implemented and maintained.

• Coordinate changes to the IT environment to minimize disruption and ensure that changes are properly tested and documented.

• Support the government with change and release management of new or updated software and hardware components, ensuring proper testing and deployment.

• Maintain detailed documentation of configuration items and providing regular reports on the status and performance of the IT environment.

• Automatically provision and de-provision virtual machines, storage, and network components based on demand, while leading the development of infrastructure-as-code solutions.

• Streamline application and update deployments using automation tools to ensure timely and issue-free rollouts.

Required Skills:

• ITIL-based Configuration Management process design and operation (CM plans, CI scope/classification, naming standards, CI lifecycle/status, baselines, and controls) and ITIL-aligned Change and Release Management execution within ServiceNow, including impact analysis using CI relationships and ensuring changes are authorized, documented, and traceable.

• ServiceNow CMDB administration and data model expertise (CI classes, relationships/dependencies, reconciliation/normalization, access controls, CMDB health, and data certification/attestation practices), including ServiceNow Discovery and/or Service Mapping (MID Server concepts) with credential management, scheduling, and troubleshooting discovery/reconciliation issues.

• Audit/verification and status accounting, including CI sampling, reconciliation, evidence collection, and regular CMDB health and compliance reporting.

• Systems monitoring and troubleshooting tools (performance monitoring, event logs, and alerting) to validate CI attributes, service availability, and change impact.

• Automation/scripting tools: PowerShell (Windows Server, Intune, Entra ID/Active Directory, virtualization) and Python for CMDB data validation, ingestion, transformation, and reporting.

• Cloud platforms: Microsoft Azure (required); familiarity with AWS and/or Google Cloud Platform preferred-focused on resource inventory, tagging/metadata standards, and configuration baselines.

• Infrastructure as Code: Terraform to support controlled provisioning/de-provisioning and to ensure IaC changes are traceable to approved change records and configuration baselines.

• DevOps toolchain: Azure DevOps and Azure DevSecOps practices/tooling to support release/change traceability (work items, pipelines, approvals) and integrate configuration baselines and security controls into CI/CD workflows.

Years of Experience: 7+ years of experience in IT configuration management (ITIL), including ServiceNow CMDB administration, discovery/integration, CI lifecycle control, and audit/verification activities within enterprise environments.

Education Requirements: Bachelor's degree in computer science, information technology, or a related field, or equivalent experience.

Soft Skills:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.

• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.

• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.

• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.

• Results oriented: Able to drive things forward regardless of personal interest in the task.

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance