System Administrator - ServiceNow

Salary: $100,000.00 - $105,000.00 Annually
Location : Central Administration 2700 Ogden Avenue Downers Grove, 60515, IL
Job Type: Professionals
Job Number:
Department: Information Technology
Opening Date: 11/02/2026
Closing Date: 11/16/2026 11:59 PM Central
Is this a union role?: No
Union Name: Salaried - 6
Position Grade: 6

Position Overview
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

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.

At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work!

MEDICAL, Rx, DENTAL, VISION BENEFITS

• Aetna Select Open Access (HMO) - Premium FREE!
• Aetna Choice POS II (PPO)
• Aetna Prescription, Dental and Vision included at no additional cost.
• EyeMed Vision Care Voluntary Coverage

FLEXIBLE SPENDING ACCOUNT

• Healthcare Flexible Spending Accounts (FSA)
  • Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.
• Dependent Care Flexible Spending (DCAP)
  • Pre-tax account you put money into that you use to pay for dependent care costs.

TERM LIFE & AD&D INSURANCE

• Basic Term Life & AD&D - Premium FREE!
• Additional coverage available

TUITION REIMBURSEMENT

• Annual Reimbursement - $5,250

PAID TIME OFF

• Holidays
• Vacation
• Sick Leave
• Sick Leave Bank
• Bereavement Leave
• Parental Leave

EMPLOYEE ASSISTANCE PROGRAM (EAP)

• No cost services for employee and family.

STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS

• Pension Plan
• Non-Occupational and Occupational Disability
• Deferred Compensation/After-Tax ROTH
• NCPERS Voluntary Life and AD&D

01

Please indicate your highest level of education.

• High School Diploma / GED
• Associate Degree
• Bachelor's Degree
• Master's Degree or above

02

Do you have at least 3 years of hands-on experience working with ServiceNow (CMDB, governance, data quality, Discovery, ITOM) and enterprise systems administration?

• Yes
• No

03

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information. We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
04

Do you have experience with CMDB tools including CI Class Manager, Identification & Reconciliation Engine, CI relationships, and CMDB Health Dashboards?

• Yes
• No

05

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information. We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
06

Do you have the ability to maintain CI data integrity, manage CI lifecycle, enforce naming conventions, and apply CI governance models?

• Yes
• No

07

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information. We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
08

Do you have hands-on systems administration experience (Windows/Linux servers, patching, hardening, virtualization, monitoring, troubleshooting)?

• Yes
• No

09

For the question above, please provide the organization name and the time period you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter this information. We will not make assumptions regarding your response. Please assure experience notated in this response is accurately reflected in your submitted application materials. If you do not answer completely, you will not receive credit for this question.
Required Question