System Administrator - ServiceNow

Illinois Tollway; Chicago (IL); On-site; USD 100,000 - 105,000; Full time

Job summary

The Illinois Tollway is seeking a Systems Administrator - ServiceNow to maintain enterprise ITOM/CMDB and ensure system stability across hybrid environments. This role splits focus between server administration and ServiceNow ITOM/CMDB tasks.

Responsibilities include CI population, data quality, and governance while collaborating with cross-functional teams to meet audit and regulatory requirements. Downers Grove location preferred.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 3+ years ServiceNow administration in an enterprise environment.
• Strong CMDB experience and governance practices.
• Hands-on systems administration across Windows/Linux, patching, and monitoring.
• Excellent analytical and problem-solving skills; cross-team collaboration.

Responsibilities

• Maintain and support enterprise servers, virtualization, identity services, patching, and hardening.
• Monitor performance across compute, storage, network, and cloud environments.
• Ensure backup, restore, and disaster recovery readiness with defined RPO/RTO.
• Configure and optimize ServiceNow ITOM/CMDB, ensure accurate CI population.
• Deploy and manage MID Servers across network segments for reliable ITOM.
• Refine Service Mapping patterns to maintain accurate dependency maps.
• Maintain CMDB accuracy, governance, and data quality across lifecycle.
• Collaborate with infrastructure, security, and ITSM teams to align data with processes.
• Guide teams on CMDB governance and data quality expectations.

Skills

ServiceNow administration

CMDB governance

CI lifecycle management

Windows/Linux administration

Analytical problem-solving

Cross-team collaboration

Education

Bachelor’s degree in Information Technology, MIS, CS

Associate’s degree or high school diploma with 3+ years ServiceNow experience

Tools

ServiceNow

MID Server

Job description

Salary $100,000.00 - $105,000.00 Annually

Location Central Administration 2700 Ogden Avenue Downers Grove, 60515, IL

Job Type Professionals

Job Number 97185-91626

Department Information Technology

Opening Date 09/16/2026

Closing Date 9/30/2026 11:59 PM Central

Is this a union role? No

Union Name Salaried - 6

Position Grade 6

Position Overview

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.

Essential Job Functions

• 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.

Qualifications

Position Qualifications

Education (Required):

• 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.

Skills and Experience (Required):

• 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.

Education (Preferred):

• ServiceNow Certified System Administration
• ServiceNow Certified Implementation Specialist - Discovery
• ITIL Foundation or higher certification

Skills and Experience (Preferred):

• 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.

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.

All stated experience for each question listed within the Supplemental Question Section must also be reflected in the "Work Experience" section of your application or in your resume. Failure to do so, or overstating experience, will result in receiving no credit for your answer, and may result in your disqualification from consideration.

Employer Illinois State Toll Highway Authority Address 2700 Ogden Avenue Downers Grove, Illinois, 60515 Phone [phone]