System Administrator - ServiceNow

Illinois State Toll Highway Authority•Downers Grove, IL

5d•Hybrid

About The Position

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering significant benefits and services to customers. The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues. Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility, and sustainability, maintain the safety and efficiency of the Tollway system, further transparency, and accountability, enhance customer service, and maintain public trust. In support of this vision, the Systems Administrator - ServiceNow is responsible for ensuring the stability, security, and performance of the Tollway’s enterprise infrastructure while managing and optimizing the ServiceNow ITOM and CMDB ecosystem. This hybrid position blends 50% System Administration—including server operations, virtualization support, patching, identity management, monitoring, and disaster recovery—with 50% ServiceNow ITOM & CMDB Administration, ensuring that configuration items (CIs) are accurately discovered, classified, related, and governed throughout their lifecycle. The role works closely with cross-functional teams to validate CI data, maintain CMDB and Discovery quality, support Service Mapping and MID Server operations, meet audit and compliance objectives, and maximize the value of ITOM and CMDB data across ITSM and operational processes.

Requirements

Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or a related field from a four-year accredited university. In lieu of a bachelor’s degree, an Associate’s degree or high school diploma with at least 3 years of hands-on experience working with ServiceNow (CMDB, governance, data quality, Discovery, ITOM) and enterprise systems administration will meet the requirement.
Minimum of 3 years of ServiceNow administration experience in an enterprise environment.
Strong experience with CMDB tools including CI Class Manager, Identification & Reconciliation Engine, CI relationships, and CMDB Health Dashboards.
Proven ability to maintain CI data integrity, manage CI lifecycle, enforce naming conventions, and apply CI governance models.
Hands-on systems administration experience (Windows/Linux servers, patching, hardening, virtualization, monitoring, troubleshooting).
Ability to diagnose and resolve data quality issues and infrastructure-related issues using strong analytical and problem-solving skills.
Effective communicator with strong collaboration skills, able to work across IT teams such as infrastructure, applications, network, security, ITSM, and ITOM.

Nice To Haves

ServiceNow Certified System Administration
ServiceNow Certified Implementation Specialist - Discovery
ITIL Foundation or higher certification
Experience developing and implementing CMDB governance frameworks, policies, standards, and operating procedures.
Knowledge of ServiceNow Service Mapping.
Knowledge of ServiceNow IT Operations Management (ITOM), including ServiceNow Discovery.
Knowledge of Agile Methodology and software development.
Active in the ServiceNow community, including having attended Knowledge events, user group meetings, and participating on discussions in the ServiceNow online forums
Knowledge of ITIL practices and frameworks, particularly in Configuration Management.

Responsibilities

Maintain and support enterprise servers, virtualization environments, identity services, patching, and system hardening to ensure stable and secure IT operations.
Monitor and troubleshoot infrastructure performance across compute, storage, virtualization, network, and cloud environments.
Maintain backup, restore, and disaster recovery readiness through scheduled testing and documentation aligned to RPO/RTO requirements.
Implement, manage, and optimize ServiceNow Discovery to ensure complete and accurate CI population across on-prem and cloud environments.
Deploy, configure, secure, monitor, and troubleshoot MID Servers, ensuring coverage across network segments and reliable ITOM operations.
Support and refine Service Mapping patterns and logic to maintain accurate business service dependency maps and resolve mapping errors.
Maintain CMDB accuracy and integrity by ensuring CIs are properly classified, related, updated, and governed throughout their lifecycle.
Utilize and monitor CMDB Health Dashboards to track CI completeness, correctness, and compliance, addressing data quality issues quickly.
Define and enforce CI class models, naming conventions, identification rules, and reconciliation policies to maintain consistent CI governance.
Collaborate with infrastructure, application, change, asset, and risk management teams to ensure CMDB and Discovery data supports operational and strategic goals.
Ensure CMDB alignment with business needs, audit requirements, and regulatory expectations by validating CI lifecycle and attribute accuracy.
Guide teams on CMDB governance best practices, including CI scoping, relationship modeling, required attributes, and expected data quality outcomes.
Support ITSM and ITOM processes by ensuring CI and relationship data enhances Incident, Problem, Change, Asset, and Risk Management workflows.
Serve as the CMDB and ITOM subject matter expert, providing guidance on CI lifecycle, Discovery, service mapping, data quality, and integrations across teams.
Maintain documentation for infrastructure systems, CMDB governance, Discovery schedules, MID Server architecture, service maps, and operational procedures; perform other duties as assigned.