System Administrator - ServiceNow

Illinois State Toll Highway Authority•Downers Grove, IL

2d•Hybrid

About The Position

The Illinois Tollway is dedicated to providing and promoting a safe and efficient highway system while delivering a high level of customer service. It is a user-fee system funded by toll and concession revenues, with no state or federal tax dollars used to support maintenance and operations. Its goals include regional collaboration and economic development, financial integrity, environmental responsibility and sustainability, highway safety and efficiency, transparency and accountability, customer service, and public trust. The Systems Administrator - ServiceNow is responsible for the stability, security, and performance of the Tollway’s enterprise infrastructure and for managing and optimizing its ServiceNow ITOM and CMDB ecosystem. The position is split between system administration and ServiceNow ITOM/CMDB administration. System administration duties include server operations, virtualization support, patching, identity management, monitoring, and disaster recovery. ServiceNow duties include ensuring configuration items are accurately discovered, classified, related, and governed throughout their lifecycles. The role works 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. The Illinois Tollway is an equal employment opportunity employer and provides consideration to qualified applicants without regard to the protected characteristics listed in the job posting.

Requirements

Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or a related field from a four-year accredited university; alternatively, an associate’s degree or high school diploma with at least 3 years of hands-on experience in ServiceNow (CMDB, governance, data quality, Discovery, ITOM) and enterprise systems administration.
At least 3 years of ServiceNow administration experience in an enterprise environment.
Strong experience with CMDB tools, including CI Class Manager, Identification and Reconciliation Engine, CI relationships, and CMDB Health Dashboards.
Demonstrated ability to maintain CI data integrity, manage CI lifecycles, enforce naming conventions, and apply CI governance models.
Hands-on systems administration experience with Windows/Linux servers, patching, hardening, virtualization, monitoring, and troubleshooting.
Ability to diagnose and resolve data quality and infrastructure-related issues using analytical and problem-solving skills.
Effective communication and collaboration skills, including the ability to work across infrastructure, application, network, security, ITSM, and ITOM teams.

Nice To Haves

ServiceNow Certified System Administrator certification.
ServiceNow Certified Implementation Specialist - Discovery certification.
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, including ServiceNow Discovery.
Knowledge of Agile Methodology and software development.
Participation in the ServiceNow community, including Knowledge events, user group meetings, and discussions in ServiceNow online forums.
Knowledge of ITIL practices and frameworks, particularly Configuration Management.

Responsibilities

Maintain and support enterprise servers, virtualization environments, identity services, patching, and system hardening.
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-premises 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.
Use and monitor CMDB Health Dashboards to track CI completeness, correctness, and compliance, and address data quality issues promptly.
Define and enforce CI class models, naming conventions, identification rules, and reconciliation policies.
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.