ServiceNow ITOM Administrator

Salary: $90,000.00 - $100,000.00 Annually
Location : Central Administration 2700 Ogden Avenue Downers Grove, 60515, IL
Job Type: Professionals
Job Number:
Department: Information Technology
Opening Date: 11/09/2026
Closing Date: 11/23/2026 11:59 PM Central
Is this a union role?: No
Union Name: Salaried - 6
Position Grade: 7

Position Overview
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 bachelor's degree, an Associate's degree or high school diploma with the equivalent of 3 years' experience working with ServiceNow 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 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 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 attended Knowledge events, user group meetings, and participating on discussions in the ServiceNow online forums
• Knowledge of ITIL practices and frameworks, particularly in Configuration Management.

Note: This is not a remote position. This position will report onsite in Downers Grove, IL.
At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work!

MEDICAL, Rx, DENTAL, VISION BENEFITS

• Aetna Select Open Access (HMO) - Premium FREE!
• Aetna Choice POS II (PPO)
• Aetna Prescription, Dental and Vision included at no additional cost.
• EyeMed Vision Care Voluntary Coverage

FLEXIBLE SPENDING ACCOUNT

• Healthcare Flexible Spending Accounts (FSA)
  • Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.
• Dependent Care Flexible Spending (DCAP)
  • Pre-tax account you put money into that you use to pay for dependent care costs.

TERM LIFE & AD&D INSURANCE

• Basic Term Life & AD&D - Premium FREE!
• Additional coverage available

TUITION REIMBURSEMENT

• Annual Reimbursement - $5,250

PAID TIME OFF

• Holidays
• Vacation
• Sick Leave
• Sick Leave Bank
• Bereavement Leave
• Parental Leave

EMPLOYEE ASSISTANCE PROGRAM (EAP)

• No cost services for employee and family.

STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS

• Pension Plan
• Non-Occupational and Occupational Disability
• Deferred Compensation/After-Tax ROTH
• NCPERS Voluntary Life and AD&D

01

Do you have a deep understanding of MID Server architecture, network protocols (e.g., SNMP, WMI, SSH, PowerShell, HTTP/S), and credentials management in enterprise environments?

• Yes
• No

02

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information.We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
03

Do you have proven experience with hybrid infrastructure (cloud and on-prem), including integration with platforms like AWS, Azure, or VMware?

• Yes
• No

04

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information. We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
05

Do you have strong knowledge of CMDB structure, including class hierarchy, relationships, identification/reconciliation rules, and CI lifecycle?

• Yes
• No

06

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information.We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
07

Do you have a demonstrated ability to analyze complex infrastructure data and translate it into actionable CI records?

• Yes
• No

08

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information.We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
09

Do you have familiarity with ServiceNow ITOM licensing models, performance best practices, and platform upgrade impact on ITOM modules?

• Yes
• No

10

Do you have a minimum of 3 years of experience administering ServiceNow, with at least 2 years focused on ITOM Discovery and Service Mapping?

• Yes
• No

11

For the two questions above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information.We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
12

Please indicate your highest level of education.

• High School Diploma / GED
• Associate Degree
• Bachelor's Degree
• Master's Degree or above

Required Question