ServiceNow Systems Administrator
Listed on 2026-09-18
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IT/Tech
Systems Administrator, IT Project Manager, IT Business Analyst, IT Consultant
Pivot Point Solutions is a California-based technology consulting firm that specializes in delivering IT solutions and support for the construction and utility industries. We partner with organizations across the state to provide reliable technology services that improve operational efficiency, enhance project delivery, and support critical business systems.
Our team understands the unique technology challenges facing construction and utility organizations, from field operations and infrastructure projects to enterprise applications and cybersecurity. By combining industry expertise with responsive service, we help clients modernize their technology environments, streamline workflows, and maintain secure, reliable IT systems that support long‑term growth.
Job Overview
Title:
Senior Service Now Administrator
Sector:
Information Technology
Seniority:
Senior Level
Location:
Oakland, CA (Hybrid - on-site 1-2 days/week)
Job Type: Contract
Contract Length: 12+ Months with Extension Potential
Compensation: $130K - $165K
About the Role
We're seeking an experienced Senior Service Now CMDB Administrator to lead the administration, governance, and continuous improvement of our Service Now Configuration Management Database (CMDB). This role ensures the CMDB serves as a trusted source of configuration and service data through effective governance, data quality management, CSDM alignment, CI lifecycle management, and integration oversight. The ideal candidate brings deep expertise in Service Now CMDB, CSDM, CI Class Manager, IRE, and Discovery, partnering with infrastructure, application, cloud, asset, and service management teams to improve CMDB maturity, service visibility, and operational data integrity.
Key Responsibilities
- Administer, maintain, and optimize the Service Now CMDB platform; establish and enforce governance standards, policies, and procedures
- Define and manage CI lifecycle processes, including creation, maintenance, verification, and retirement
- Lead implementation and adoption of the Common Service Data Model (CSDM), mapping relationships across business applications, application/technical/business services, and infrastructure
- Administer and govern CI Classes using CI Class Manager, including class hierarchies, inheritance structures, and new class/attribute requests
- Configure and maintain Identification and Reconciliation Engine (IRE) rules; eliminate duplicate/conflicting CI records and troubleshoot reconciliation conflicts
- Support and optimize Service Now Discovery and Service Mapping processes, including onboarding new CMDB data sources
- Monitor and improve CMDB Health metrics (completeness, correctness, compliance); lead data remediation and cleansing initiatives
- Serve as primary CMDB subject matter expert, partnering with Infrastructure, Cloud, Application, Asset Management, Security, and ITSM teams
Qualifications
Required:
- 5+ years of hands‑on Service Now experience
- 3+ years of dedicated Service Now CMDB administration in a large enterprise environment
- Demonstrated experience implementing and supporting CSDM
- Strong hands‑on expertise with CI Class Manager, IRE, CMDB Data Model, CI Relationships, CMDB Health, and Data Certification
- Experience developing and enforcing CMDB governance processes and managing CI lifecycle/data quality initiatives
- Experience supporting Service Now Discovery implementations
- Strong understanding of ITIL Configuration Management processes
- Experience troubleshooting CMDB integrations and reconciliation issues
- Ability to analyze complex service and infrastructure dependencies
Preferred:
- Service Now Certified System Administrator (CSA)
- Service Now CIS
- Discovery and/or CIS
- Service Mapping - Experience with Service Now ITOM and Service Mapping implementations
- Experience with Azure and/or AWS
- Experience integrating tools such as SCCM/MECM, Tanium, VMware, Solar Winds, Dynatrace, or Flexera
- Experience in regulated utility, energy, healthcare, or financial environments
- Local candidates required - on-site in Oakland 1-2 days per week
- Candidate location must be listed at the top of the resume
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