DSHS FTAA IT Systems Administration - Journey

DSHS FTAA DIT - IT Systems Administration, Journey (ServiceNow ITOM/CMDB Administrator) Join our team as an IT Systems Administration, Journey (ServiceNow ITOM/CMDB Administrator) 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.

Some of what you'll do:

• 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.

• Strong knowledge of enterprise IT infrastructure, including servers, networks, databases, cloud platforms, security principles, and system integrations.

• Experience designing, developing, implementing, and supporting large-scale ServiceNow ITSM, ITOM, CMDB, or enterprise technology solutions.

• 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.