ServiceNow ITOM Administrator

In support of this vision, the Service Now ITOM Administrator is responsible for the technical implementation, configuration, and ongoing maintenance of the Service Now IT Operations Management (ITOM) suite, with a primary focus on Discovery, Service Mapping, MID Server health, and infrastructure integrations. This role plays a critical part in ensuring the accuracy, completeness, and automation of the CMDB, enabling downstream processes such as Incident, Change, Problem, and Event Management to operate effectively.

• Implement and maintain ITOM modules, with emphasis on Discovery and Service Mapping, ensuring continuous and accurate CI data population.
• Configure and manage MID Servers, including deployment, health monitoring, patching, and troubleshooting.
• Define and maintain discovery schedules, credentials, IP ranges, and probes/classifiers to support full infrastructure coverage across on-premises and cloud environments.
• Collaborate with infrastructure, application, and security teams to validate CI data, resolve discrepancies, and improve discovery completeness and reliability.
• Troubleshoot and resolve discovery and service mapping errors, ensuring consistent and high-quality CI ingestion into the CMDB.
• Support Event Management readiness by ensuring actionable CI data is available to support correlation and impact analysis.
• Participate in the design and optimization of automated remediation workflows and other orchestration initiatives tied to ITOM data.
• Ensure ITOM solutions are aligned with organizational automation and operations strategies, and follow platform governance standards.
• Maintain documentation for implemented solutions, configuration items, integrations, and standard operating procedures.
• Monitor performance and usage of ITOM modules and continuously seek opportunities for improvement, tuning, and expansion.
• 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 IT Operations Management (ITOM) will meet the requirement.

• Minimum of 3 years of experience administering Service Now, with at least 2 years focused on ITOM Discovery and Service Mapping.
• Deep understanding of MID Server architecture, network protocols (e.g., SNMP, WMI, SSH, Power Shell, HTTP/S), and credentials management in enterprise environments.
• Proven experience with hybrid infrastructure (cloud and on-prem), including integration with platforms like AWS, Azure, or VMware.
• Strong knowledge of CMDB structure, including class hierarchy, relationships, identification/reconciliation rules, and CI lifecycle.
• Demonstrated ability to analyze complex infrastructure data and translate it into actionable CI records.
• Familiarity with Service Now ITOM licensing models, performance best practices, and platform upgrade impact on ITOM modules.

• Service Now Certified System Administration
• Service Now Certified Implementation Specialist – ITOM Discovery or Service Mapping.
• ITIL Foundation or higher certification

• Knowledge of Service Now Event Management.
• Knowledge of Agile Methodology and software development.
• Active in the Service Now community, including having attended Knowledge events, user group meetings, and participating on discussions in the Service Now online forums
• Knowledge of ITIL practices and frameworks, particularly in Configuration Management.

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.