ServiceNow ITOM Administrator

Illinois Tollway • Downers Grove, IL • 21h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13593215

Position Overview

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, theMove IllinoisProgram, 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.

TheTollway 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 theBoard of Directors and Executive Staff,the Tollway is committed to achieving the following goals: increase collaboration with regional transportationand planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility, andsustainability, 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 ServiceNow ITOM Administrator is responsible for the technical implementation, configuration, and ongoing maintenance of the ServiceNow 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.

Essential Job Functions

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.

Qualifications

Education (Required)

Bachelor\'s degree in Information Technology, Management Information

Systems, Computer Science, or a related field. In lieu of a bachelors degree, an Associate\'s degree or high school diploma with the equivalent of 3 years experience working withServiceNow IT Operations Management (ITOM)will meet the requirement.

Skills and Experience (Required)

Minimum of 3 years of experience administering ServiceNow, 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, PowerShell, HTTP/S), and credentialsmanagement 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 ServiceNow ITOM licensing models, performance best

practices, and platform upgrade impact on ITOM modules.

Education (Preferred)

ServiceNow Certified System Administration

ServiceNow Certified Implementation Specialist ITOM Discovery or

Service Mapping.

ITIL Foundation or higher certification

Skills and Experience (Preferred)

Knowledge of ServiceNow Event Management.

Knowledge of Agile Methodology and software development.

Active in the ServiceNow community, including having att

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