DSHS FTAA ServiceNow ITOM/CMDB Administrator (IT Systems Administration, Journey)
Washington State Department of Transportation
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Job summary
Washington State Department of Social and Health Services (DSHS) FTAA seeks a ServiceNow ITOM/CMDB Administrator to steward ITOM/CMDB environments statewide. You will design, implement, and maintain discovery, CMDB data governance, and integrations to support over 18,000 users.
Responsibilities include managing CMDB health, CI relationships, and ServiceNow modules (Incident, Change, Problem, Asset, Service Catalog).
Qualifications
- Bachelor's degree in IT or related; ITIL knowledge preferred.
- 2+ years administering and configuring ServiceNow with CMDB/ITOM focus.
- Experience building integrations, automations, and governance.
Responsibilities
- Administer and maintain ServiceNow ITOM, Discovery, Service Mapping, and CMDB.
- Configure Discovery schedules, Mid Servers, credentials, and Service Mapping.
- Develop and deploy Discovery Patterns, Probes, scripts, and automations.
- Maintain CMDB governance, CI lifecycle, and data quality.
- Design and support ServiceNow integrations with cloud, monitoring, and asset tools.
- Troubleshoot platform, discovery, integration, and infra issues with teams.
- Manage Incident, Change, Problem, Asset, Service Catalog, and related workflows.
Skills
Education
Tools
Job description
Salary: $7,508.00 - $10,098.00 Monthly
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2026-04984
Department: Dept. of Social and Health Services
Division: FTAA
Opening Date: 09/08/2026
Closing Date: 9/22/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
DSHS FTAA - ServiceNow ITOM/CMDB Administrator (IT Systems Administration, Journey) Join our team as a ServiceNow 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 ServiceNow 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.
- Administer and maintain ServiceNow 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, PowerShell, APIs, and ServiceNow 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 ServiceNow 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 ServiceNow modules including Incident, Change, Problem, Asset Management, Service Catalog, and related workflows, business rules, notifications, and user interfaces.
- Participate in ServiceNow 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 ServiceNow 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, PowerShell, 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., ServiceNow Certified Administrator, ServiceNow 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 ServiceNow platform, including at least one (1) year of experience supporting CMDB and ITOM/Discovery functions; AND
- Two (2) or more years of experience analyzing, administering, installing, configuring, maintaining, or providing technical support for information technology systems, software applications, or enterprise platforms. OR
- Eight (8) years of progressively responsible professional Information Technology experience performing work such as consulting, system administration, platform configuration, solution design, implementation, business requirements analysis, ITIL‑based process improvement, project leadership, technical support, customer support, or supervision of staff performing Information Technology functions.
Note: Additional qualifying experience may substitute for the required education on a year‑for‑year basis.
The Department of Social and Health Services' (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.
Work schedule: 8:00 AM - 5:00 PM, Monday through Friday
Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
The following information describes typical benefits available for full‑time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full‑time work (e.g. part‑time); view the job posting for benefits details for job types other than full‑time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax‑deferred dollars toward their health care expenses. Employees are also covered by basic life and long‑term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre‑tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well‑being of employees.
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre‑tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
If you are employed by a government or not‑for‑profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full‑time and part‑time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full‑time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part‑time employees who are in pay status during the month of the holiday qualify for the holiday on a pro‑rated basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full‑time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Full‑time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part‑time employees will be proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Full‑time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full‑time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part‑time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full‑time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump‑sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357‑31‑165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
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