ServiceNow ITOM Administrator

Position Responsibilities

• 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.

Qualifications

• Education (Required): Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or a related field. Alternatively, an Associate's degree or 3 years' experience working with ServiceNow IT Operations Management (ITOM).
• 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, and credentials management in enterprise environments. Proven experience with hybrid infrastructure, 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 Event Management and ITIL practices and frameworks.
• 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, Agile Methodology and software development, Active in the ServiceNow community, having attended Knowledge events, user group meetings, and participated in discussions in the ServiceNow online forums.