ServiceNow Platform Owner (Senior Public Service Administrator, Opt. 3)

Essential Functions

• Subject to management approval, serves as the ServiceNow Platform Owner for the Department of Innovation & Technology (DoIT) overseeing the operational direction, governance, and strategic alignment of the ServiceNow Platform and associated platform services. 


• Oversees operational delivery, platform support services, and release coordination activities for the ServiceNow Platform by directing staff engaged in platform administration, development, implementation, configuration, operational support, and platform maintenance. 


• Serves as full line supervisor. 


• Serves as the primary operational liaison for the ServiceNow Platform by coordinating platform governance, operational alignment, stakeholder communication, and cross-functional collaboration activities among business units, platform teams, vendors, and agency leadership.


• Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.  


• Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to four (4) years of college with course work in management information systems, Information Technology (IT), computer science, or a directly related Information Technology field. 


• Requires prior experience equivalent to four (4) years of progressively responsible administrative experience in a public or private business Information Technology organization. 


• Requires three (3) years of professional experience supervising a team of Information Technology professionals in a large and highly complex public or private IT organization.  

Preferred Qualifications

• Four (4) years of professional experience supporting, governing, administering, or managing an enterprise ServiceNow Platform or similar enterprise platform environment including platform governance, operational oversight, prioritization, release coordination, operational support services, or platform alignment activities.  


• Four (4) years of professional experience developing, supporting, or maintaining enterprise platform operating models including governance processes, operational standards, intake management, demand prioritization, release management, or service delivery coordination activities.   


• Four (4) years of professional experience utilizing ServiceNow Information Technology Service Management (ITSM), Information Technology Asset Management (ITAM), Information Technology Operations Management (ITOM), Human Resources Service Delivery (HRSD, Strategic Portfolio Management (SPM), and Security Operations (SecOps), Configuration Management Database (CMDB) or related ServiceNow platform products, modules, and operational capabilities.  


• Four (4) years of professional experience leading or supervising teams engaged in enterprise platform administration, implementation, configuration, design, development, and system support utilizing Agile and Scrum practices, or related service management methodologies. 


• Four (4) years of professional experience assessing business, technical, and architectural requirements to support platform governance, operational planning, prioritization activities, and enterprise service delivery objectives.   


• Four (4) years of professional experience working with Information Technology Infrastructure Library (ITIL) Service Management principles to ensure IT and digital services align with business needs, support governance practices, and advance service delivery. 


• Ability to analyze complex administrative challenges and technical data logically and exercise sound judgement, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.  


• Ability to develop and maintain cooperative working relationships with staff, managers, executives, and external stakeholders, fostering collaboration in resolving sensitive administrative issues and supporting subordinate team members or project staff.  


• Demonstrated verbal and written communication skills to present administrative information clearly and precisely to diverse stakeholders including executives, managers, staff, subordinate staff, and external/internal auditors.  


• Certifications in one or more of the following: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS) (e.g., IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), IT Business Management (ITBM)), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Technical Architect (CTA), ServiceNow Certified Master Architect (CMA), ITIL & Service Management Certifications, or other directly related Information Technology certifications.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.   

• Requires the ability to verify identity.  


• Requires employment authorization to accept permanent full-time position with State of Illinois.  


• Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history.  


• Requires a valid driver’s license and the ability to travel.  


• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.  


• Requires the ability to work overtime including scheduled, unscheduled, short notice, evening, weekends, and holidays.  


• Requires the ability to serve in an on-call capacity.  


• Requires adherence to the revolving door restrictions outlined in 5 ILCS 430/5-45. Consequently, employees should be aware that in the event of receiving a non-State employment offer during state employment or within one year immediately following the termination of State employment, they are required to inform the Office of the Executive Inspector General for the Agencies (OEIG) of the Illinois Governor before accepting such non-State employment. Failure to notify the OEIG may result in the imposition of a fine.  


• Requires compliance with the provisions outlined in section 4A-101 of the Illinois Governmental Ethics Act, necessitating the occupant of this position to file of a Statement of Economic Interest. Pursuant to the Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.), specific state officials and employees are required to annually submit Statements of Economic Interest to the Office of the Secretary of State, which will be accessible to the public for examination and copying. Employees subject to this requirement must also file a Supplemental Statement of Economic Interest with the Executive Ethics Commission, as specified in Executive Order 15-09. Failure to submit these statements in a timely manner may result in fines and penalties.  


• The conditions of employment listed are incorporated and/or related to any duties included in the position description.