Job Description

Posting number: 92601-71526

Department: Information Technology

Job classification: ServiceNow ITOM Administrator

Posting type: Open

Categories: IT and Computers, Software

Summary

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 ServiceNow ITOM Administrator is responsible for the technical implementation, configuration, and ongoing maintenance of the ServiceNow IT Operations Management (ITOM) suite, with a primary focus on Discovery, Service Mapping, MID Server health, and infrastructure integrations. This role plays a critical part in ensuring the accuracy, completeness, and automation of the CMDB, enabling downstream processes such as Incident, Change, Problem, and Event Management to operate effectively.

Examples of duties

• Implement and maintain ITOM modules, with emphasis on Discovery and Service Mapping, ensuring continuous and accurate CI data population.
• Configure and manage MID Servers, including deployment, health monitoring, patching, and troubleshooting.
• Define and maintain discovery schedules, credentials, IP ranges, and probes/classifiers to support full infrastructure coverage across on-premises and cloud environments.
• Collaborate with infrastructure, application, and security teams to validate CI data, resolve discrepancies, and improve discovery completeness and reliability.
• Troubleshoot and resolve discovery and service mapping errors, ensuring consistent and high-quality CI ingestion into the CMDB.
• Support Event Management readiness by ensuring actionable CI data is available to support correlation and impact analysis.
• Participate in the design and optimization of automated remediation workflows and other orchestration initiatives tied to ITOM data.
• Ensure ITOM solutions are aligned with organizational automation and operations strategies, and follow platform governance standards.
• Maintain documentation for implemented solutions, configuration items, integrations, and standard operating procedures.
• Monitor performance and usage of ITOM modules and continuously seek opportunities for improvement, tuning, and expansion.
• Other duties as assigned.

Qualifications

Education (Required)

• Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or a related field. In lieu of a bachelor’s degree, an Associate's degree or high school diploma with the equivalent of 3 years’ experience working with ServiceNow IT Operations Management (ITOM) will meet the requirement.

Skills and Experience (Required)

• Minimum of 3 years of experience administering ServiceNow, with at least 2 years focused on ITOM Discovery and Service Mapping.
• Deep understanding of MID Server architecture, network protocols (e.g., SNMP, WMI, SSH, PowerShell, HTTP/S), and credentials management in enterprise environments.
• Proven experience with hybrid infrastructure (cloud and on-prem), including integration with platforms like AWS, Azure, or VMware.
• Strong knowledge of CMDB structure, including class hierarchy, relationships, identification/reconciliation rules, and CI lifecycle.
• Demonstrated ability to analyze complex infrastructure data and translate it into actionable CI records.
• Familiarity with ServiceNow ITOM licensing models, performance best practices, and platform upgrade impact on ITOM modules.

Education (Preferred)

• ServiceNow Certified System Administration
• ServiceNow Certified Implementation Specialist – ITOM Discovery or Service Mapping.
• ITIL Foundation or higher certification

Skills and Experience (Preferred)

• Knowledge of ServiceNow Event Management.
• 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.

Supplemental information

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.

Note: This is not a remote position. This position will report onsite in Downers Grove, IL.