ServiceNow CMDB Manager

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering significant benefits and services to customers.

The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.

In support of this vision, the Service Now CMDB Manager is responsible for maintaining the accuracy, completeness, and reliability of the CMDB, ensuring that configuration items (CIs) are properly classified, related, and governed throughout their lifecycle. This role will work closely with cross-functional teams to ensure that the CMDB aligns with business needs, audit requirements, and operational priorities, maximizing its value to the Illinois Tollway.

• Maintain the accuracy and integrity of CMDB data, ensuring CIs are properly classified, related, and updated.
• Manage data quality dashboards to monitor the health of the CMDB and identify any data integrity issues.
• Define and enforce CI class models, naming conventions, and reconciliation policies.
• Address data integrity issues promptly and work to resolve them in collaboration with relevant teams.
• Work with stakeholders across infrastructure, application, change, asset, and risk management to ensure that CMDB data is leveraged effectively for operational and strategic goals.
• Ensure the CMDB aligns with business needs and audit requirements.
• Support the strategic use of the CMDB by defining its scope and objectives, guiding teams on best practices and governance policies. This includes identifying the configuration items (CIs) to include in the CMDB, relevant attributes and relationships to capture, and the level of detail and accuracy to maintain.
• Ensure clarity on expected outcomes and benefits from the CMDB, guiding stakeholders on how to use the data effectively to meet those objectives.
• Collaborate with ITSM and ITOM teams to ensure CMDB data supports various processes, including Incident, Problem, Change, Asset, and Risk Management.
• Serve as the CMDB subject matter expert (SME) for internal teams and external stakeholders, providing guidance on data quality, CI lifecycle management, and process integration.
• Participate in the development and implementation of CMDB policies and processes to ensure data consistency and usability across ITSM and ITOM functions.
• Oversee the use and optimization of Service Now tools, including the CI Class Manager, Identification and Reconciliation Engine, and Health Dashboards, to enhance the efficiency and reliability of CMDB operations.
• Collaborate with the Service Now administration team to ensure the CMDB is integrated effectively with other ITSM and ITOM modules.
• Other duties as assigned.

• Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or a related field. In lieu of a bachelor’s degree, an Associate's degree or high school diploma with the equivalent of 3 years’ experience working with Service Now with a focus on CMDB Management, governance, and data quality will meet the requirement.

• Minimum of 3 years of experience administering Service Now.
• Demonstrated experience with Service Now Configuration Management Database (CMDB), specifically with the CI Class Manager, Identification and Reconciliation Engine, and Health Dashboards.
• Experience in CI data integrity and lifecycle management.
• Ability to define and enforce CI naming conventions and models.
• Skilled in managing and optimizing CMDB data to meet business and operational goals.
• Strong problem-solving and analytical skills, with an ability to identify and resolve data quality issues.
• Exceptional communication and collaboration skills, with the ability to work cross-functionally with IT teams and business stakeholders.

• Service Now Certified System Administration
• Service Now Certified Implementation Specialist - Discovery
• ITIL Foundation or higher certification

• Experience developing and implementing CMDB governance frameworks, policies, standards, and operating procedures.
• Knowledge of Service Now Service Mapping.
• Knowledge of Service Now IT Operations Management (ITOM), including Service Now Discovery.
• Knowledge of Agile Methodology and…