Service Now Administrator /ITOM Analyst

Application Deadline:

05/03/2026

Address:

250 Yonge Street

Job Family Group:

Technology

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

Position Overview & Responsibilities:

The ServiceNow CMDB Administrator manages the Configuration Management Database (CMDB) to ensure accurate and up-to-date information about IT infrastructure. Key duties include overseeing CI lifecycle management, ensuring data integrity, supporting ITIL processes, and automating data collection and reconciliation. They also collaborate with cross-functional teams, provide training, and generate reports for monitoring CMDB health. Additionally, they ensure compliance with security and regulatory standards.

Responsibilities:

• Ensure that all Configuration Items are correctly classified and aligned with Air Miles’ ITIL processes.
• Establish and maintain relationships between CIs, ensuring that dependencies and impacts are properly mapped.
• Ensure that CMDB data is accurate, consistent, and up-to-date. Implement data governance processes to maintain data quality
• Perform regular audits and reconciliation of the CMDB to identify and correct discrepancies between the CMDB and the actual IT environment.
• Implement and configure tools and integrations (e.g., Discovery, SCCM, etc.) to automate the population and update of CMDB data
• Ensure that the CMDB is aligned with ITIL best practices and is effectively supporting change management, incident management, and other ITSM processes.
• Establish and enforce standards for CI attributes, relationships, and classifications to maintain consistency across the CMDB.
• Create and maintain reports, dashboards, and visualizations to track CMDB health, performance, and trends.
• Develop key performance indicators (KPIs) to assess the effectiveness of the CMDB and related processes
• Monitor CMDB data health and generate periodic reports on data accuracy, completeness, and compliance
• Investigate and resolve issues related to CIs and their relationships. Support other teams in troubleshooting incidents and problems linked to CMDB data.
• Analyze and report the potential impact of incidents and changes on the CI environment.
• Collaborate with other departments, such as IT Operations, Security, and Network, to ensure that the CMDB accurately represents Air Miles’ IT infrastructure.
• Configure and customize the ServiceNow CMDB, including creating new CI classes, attributes, and relationships to meet organizational needs.
• Implement automation to streamline CMDB processes, such as auto-populating CIs, automatic relationship mapping, or data reconciliation.
• Integrate CMDB with other tools and systems (e.g., asset management, monitoring, and discovery tools) to improve data accuracy and automation
• Manage user access and permissions related to the CMDB, ensuring that only authorized personnel can modify or view sensitive data
• Ensure that the CMDB complies with internal and external regulatory and security standards.
• Maintain clear and up-to-date documentation related to the CMDB configuration, processes, and workflows.
• Identify opportunities for improving the CMDB processes and workflows, aiming to increase efficiency and data quality.
• Keep up with ServiceNow updates and best practices in CMDB management and ITIL processes to implement new features and improvements
• Monitor the performance and availability of the CMDB to ensure it is running efficiently and effectively.
• Address any issues related to system performance, outages, or data discrepancies promptly to minimize disruptions

Qualifications:

• Bachelor’s Degree in Computer Science, Computer Engineering or a related field
• Minimum of 3 years of directly related work experience in ServiceNow
• Service Now CSA
• Strong Excel skills

Salary:

$61,600.00 - $113,900.00

Pay Type:

Salaried

The above represents AIR MILES’ pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES’ expected target for the first year in this position.

AIR MILES’ total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:

About Us

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

As a member of the AIR MILES team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at .

AIR MILES is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: AIR MILES does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AIR MILES, directly or indirectly, will be considered AIR MILES property. AIR MILES will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.