ServiceNow ITOM​/CMDB Lead Administrator

DSHS FTAA – Service Now ITOM/CMDB Administrator (IT Systems Administration, Journey)
Join our team as a Service Now ITOM/CMDB Administrator (IT Systems Administration, Journey) within the Finance, Technology, and Analytics Administration's (FTAA) Division of Information Technology (DIT) in Olympia, Washington.

In this critical enterprise role, you will serve as the technical steward of the agency's Service Now IT Operations Management (ITOM) and Configuration Management Database (CMDB) environments, ensuring accurate visibility of technology assets, services, and infrastructure that support more than 18,000 users statewide. You'll design and maintain discovery solutions, manage CMDB data governance, develop system integrations, and drive automation that strengthens IT service delivery across DSHS.

The work you perform directly supports the reliability, security, and effectiveness of mission-critical systems that help deliver essential services and resources to millions of Washington residents.

Some of what you'll do:

• Administer and maintain Service Now ITOM, Discovery, Service Mapping, and CMDB solutions to ensure accurate visibility of enterprise IT assets, services, and infrastructure.
• Configure and optimize Discovery schedules, Mid Servers, credentials, and Service Mapping capabilities to support automated identification and classification of Configuration Items (CIs).
• Develop, test, and deploy custom Discovery Patterns, Probes, scripts, and automation solutions using JavaScript, Power Shell, APIs, and Service Now development tools.
• Establish and maintain CMDB governance standards, CI lifecycle processes, reconciliation rules, and Common Service Data Model (CSDM) compliance to ensure data integrity and accuracy.
• Monitor CMDB health, conduct audits, resolve data quality issues, and manage CI relationships to maintain a trusted enterprise source of configuration data.
• Design, implement, and support integrations between Service Now and enterprise platforms such as cloud services, monitoring tools, asset management systems, and security solutions.
• Troubleshoot complex platform, discovery, integration, and infrastructure issues by collaborating with network, security, server, and application teams.
• Configure, develop, and support Service Now modules including Incident, Change, Problem, Asset Management, Service Catalog, and related workflows, business rules, notifications, and user interfaces.
• Participate in Service Now platform administration activities including upgrades, instance cloning, plugin management, release testing, security administration, and system performance optimization.
• Partner with business and technical stakeholders to translate requirements into scalable solutions, provide training and technical guidance, and maintain comprehensive system documentation and reporting.

• Proficient at designing, developing, implementing, and supporting large-scale Service Now ITSM, ITOM, CMDB, or enterprise technology solutions.
• Strong knowledge of enterprise IT infrastructure, including servers, networks, databases, cloud platforms, security principles, and system integrations.
• Proficiency with scripting and automation tools such as JavaScript, Power Shell, Python, REST APIs, and related integration technologies.
• Ability to analyze complex technical issues, identify root causes, evaluate impacts, and develop effective solutions across interconnected systems.
• Strong project management, organizational, and time-management skills with the ability to prioritize competing responsibilities and meet deadlines.
• Excellent verbal and written communication skills with the ability to collaborate effectively with technical teams, business partners, vendors, and leadership.
• Demonstrated accountability, adaptability, sound judgment, customer focus, and commitment to continuous improvement, safety, and high-quality service delivery.
• Applicants with equivalent professional certifications (e.g., Service Now Certified Administrator, Service Now Certified Developer, ITIL) who may not have traditional degrees.

• A bachelor's degree that includes at least 9 semester hours or 15 quarter hours of Information Technology, Computer Science, or closely related coursework;
  AND
• Two (2) or more years of experience administering and configuring the Service Now platform, including at least one (1) year of experience supporting CMDB and…