Senior Configuration Change Management Services

Overview

We are seeking a skilled Configuration/Change Enablement Services Specialist to provide expert-level support in managing and maintaining the Defense Health Agency (DHA) enterprise Configuration Management Database (CMDB) and associated IT Service Management (ITSM) processes. This role is responsible for documenting, auditing, and enabling change control across complex IT infrastructure systems, ensuring all configuration items (CIs) and changes are accurately tracked, approved, and baselined in alignment with DoD and DHA configuration management policies.

The specialist will also help drive continuous process improvement, maintain visibility of infrastructure changes, and ensure minimal disruption to DHA s mission-critical IT operations.

Key Responsibilities

Configuration Management & Documentation Document the approval, deployment, and configuration of all infrastructure system and service configuration items (CIs) within the ITSM solution to establish system baselines for pre-production and production environments.

• Manage and maintain the enterprise-level CMDB, ensuring accurate representation of all CIs and related change activities.
• Track and document 100% of qualified changes in the ITSM CMDB and ensure data integrity and traceability.
• Provide timely and accurate CI information to customers, stakeholders, and government leads.

CMDB Governance, Metrics & Dashboards

Oversee CMDB automation for change activities related to approved requests.

• Develop and maintain the CMDB Dashboard to capture and display:
• Key performance metrics
• Change request statistics
• Enterprise change schedules
• Employ Continuous Process Improvement (CPI) methodologies to streamline the change approval process and enhance CMDB accuracy.

Training, Auditing & Verification

• Provide training for change coordinators and initiators on CMDB processes, procedures, and change documentation requirements.
• Conduct configuration audits and verification activities to identify undocumented changes, minimize service outages, and ensure compliance with established configuration baselines.
• Maintain configuration and design baselines in alignment with Enterprise Solutions Architecture for both software and hardware systems.

Change Enablement & Status Accounting

• Implement change enablement status accounting strategies to keep board members, system owners, and stakeholders informed of all change deployment and transition activities.
• Assess and standardize change ticket content for consistency, completeness, and risk clarity to support Change Advisory Board (CAB) decision-making.
• Conduct Post Implementation Reviews (PIRs) with change teams to capture lessons learned and record any unexpected results before closing change requests.

Configuration Item (CI) Control & Knowledge Management

• Gather all CI documentation upon ticket completion and store records in the Infrastructure Knowledge Management Central Repository prior to closure.
• Develop and maintain all foundational Configuration Enablement documentation, including:
• Enterprise CM Policy Letters
• CM Plans and Templates
• CAB Charters and Process Flow Diagrams
• CM Frameworks and Swimlane Diagrams
• CAB Agendas and Meeting Minutes

Change Advisory Board (CAB) Operations Facilitate CAB meetings, including scheduling, distributing agendas, recording minutes, and maintaining action items.

• Provide change requirements and enhancements for the ITSM CMDB solution to support evolving DHA operational needs.
• Coordinate across enterprise stakeholders to ensure change enablement aligns with strategic objectives and risk management priorities.

Compliance & Technical Expertise

• Ensure compliance with DoD 8140 Core and Additional KSATs and DHA configuration management policies.
• Support alignment of change enablement activities with cybersecurity, infrastructure, and system engineering disciplines.

Senior Configuration/Change Enablement Services Specialist

Senior-Level Responsibilities

In addition to all responsibilities listed above, the Senior Configuration/Change Enablement Specialist will:

• Develop and institutionalize Infrastructure Configuration Management (CM) policies, processes, procedures, and plans.
• Direct and oversee periodic audits of IOD systems and lead corrective action strategies.
• Serve as the Subject Matter Expert (SME) for Infrastructure CM, interfacing with cross-functional business and IT processes.
• Identify and document CI dependencies and impact streams to support enterprise-level change planning.
• Manage and update infrastructure CI records, asset attributes, and relationship mapping within the CMDB.
• Analyze change request data to produce metrics, performance reports, and executive presentations.
• Review CM foundational documents before submission to government leads to ensure accuracy, consistency, and compliance.
• Demonstrate proficiency in accomplishing Core and Additional KSATs defined within the DoD 8140 framework.

Required Skills & Qualifications

• Demonstrated experience with IT Configuration and Change Management (CM/CMDB) in large-scale or DoD enterprise environments.
• Proficiency with ITSM tools (ServiceNow or equivalent) and CMDB administration.
• Strong understanding of ITIL v4 Change and Configuration Management processes.
• Experience facilitating Change Advisory Board (CAB) meetings and developing CM policies or procedures.
• Ability to analyze and report on change and configuration metrics.
• Excellent communication and documentation skills with proven ability to train and mentor others.

Preferred Certifications

• DoD 8570/8140 baseline certification such as:
• Security+ CE, CISSP, CASP+, or CISM
• ITIL v4 Foundation or Configuration Management Professional Certification
• Experience with ServiceNow CMDB or other enterprise CMDB tools preferred.

Education & Experience

• Bachelor s degree in Information Systems, Computer Science, Engineering, or related field, or equivalent experience.
• 3 5 years of relevant experience for the Specialist level; 5 8 years for the Senior level.
• Prior experience supporting DHA, MHS, or DoD ITSM environments strongly preferred.