Sr Analyst, ITSM Admin

Mutual of America Financial Group Job Title: Sr Analyst, ITSM Admin Location: Boca Raton, FL (hybrid)

Who We Are:

At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. We were founded in 1945 to provide small and mid-sized nonprofit organizations with pension and retirement-related services, along with leading customer support. Today, we provide these services also to for-profit companies, as well as to governmental entities, Tribal enterprises, institutional investors, and individuals. We work diligently to understand the needs of our customers so we can help them achieve their financial savings goals.

We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

Role Summary:

We are seeking a highly skilled and detail-oriented ServiceNow ITSM Administrator to join our IT Service Management team. This role requires deep expertise in ServiceNow, with a strong focus on Asset Management, Technical Change Advisory Board (TCAB) operations, Change Management, Incident Management and Problem Management. The ideal candidate will be responsible for administering and optimizing ITSM processes and tools to ensure operational excellence, compliance, and continuous improvement.

Responsibilities:

• Administer and maintain the ServiceNow Asset Management and CMDB modules.
• Ensure accurate tracking of IT assets throughout their lifecycle (procurement, deployment, maintenance, and retirement).
• Develop and enforce asset management policies, procedures, and standards.
• Perform regular audits and reconciliations of asset data to ensure accuracy and compliance.
• Collaborate with procurement, finance, and IT operations to align asset data with business needs.
• Monitor software license usage and compliance; support software audits.
• Create and maintain dashboards and reports for asset tracking, lifecycle status, and compliance metrics.
• Support integrations between ServiceNow and other systems (e.g., SCCM, JAMF, Intune).
• Participate and/or run the TCAB meetings, providing insights on asset and configuration impacts of proposed changes.
• Provide training and support to end-users and stakeholders on asset management processes.
• Manage the change management process, including TCAB coordination, change calendar maintenance, and policy enforcement.

Required Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 3+ years of hands-on experience with ServiceNow ITSM modules.
• Strong understanding of the ITIL framework and best practices.
• Proven experience managing TCAB and CAB processes in a technical environment.
• Excellent analytical, communication, and organizational skills.
• ServiceNow Certified System Administrator or ITSM certification preferred.

Preferred Qualifications:

• Experience with ServiceNow Discovery, CMDB, and integrations.
• Familiarity with scripting (JavaScript, Glide) in ServiceNow.
• Knowledge of compliance and audit requirements related to IT assets and change management.
• Experience with ServiceNow HAM/SAM Pro is a plus.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

What we offer you:

• Competitive base salary
• Annual Bonus
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment.
• 401K Match: Receive up to 6% of your pay (salary and incentive compensation) with 100% employer match on employee contributions.
• Parental Leave: 8 weeks fully paid.
• Paid time off: 20 days plus two floating personal holidays

The salary range below describes the minimum to maximum base salary range for this role. The role is also eligible for an annual bonus, whereby total compensation may exceed this range depending on individual and / or company performance.

Base Salary Range: $98,800 - $145,200

Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.