at Illinois Tollway in Downers Grove, Illinois, United States
Job Description
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 ServiceNow Administrator is responsible for the maintenance, configuration, support, and continuous improvement of our ServiceNow environment.
Essential Job Functions
Reports to the Deputy Chief of IT Application Development and has no direct reports. The ServiceNow Administrator will be required to work in a team environment with other ServiceNow team members as well as other IT staff and business users.
As a ServiceNow Administrator you will be responsible for the configuration, maintenance, monitoring, and support of solutions within the ServiceNow environment. The Administrator ensures our access controls and deployment pipelines are functional and adhered to. They confirm the availability and performance of the platform and will own the feature releases.
The Administrator maintains a thorough knowledge of the ServiceNow Platform including available modules and future product features. The Administrator provides feedback to the ServiceNow Development team on UX and feature enhancements and assists in triage for ServiceNow incidents/requests inbound to Development teams.
Responsibilities include:
- Administer and maintain the ServiceNow platform, including configuring, customizing, and administering various ServiceNow components, ensuring their effective implementation, alignment with business needs, and optimal utilization within the organization.
- Implement and oversee user provisioning and access management processes in ServiceNow, including the creation, management, and revocation of user accounts, roles, and permissions, ensuring adherence to security policies and the principle of least privilege.
- Manage ServiceNow instances and environments, including handling instance upgrades, patches, and maintenance activities to ensure optimal performance, stability, and security.
- Ensure high availability and optimal performance of the ServiceNow platform by implementing robust monitoring and troubleshooting techniques to proactively identify, investigate, and resolve issues, and identify opportunities for continuous improvement, including developing and implementing enhancements to increase efficiency, reliability, and user satisfaction.
- Manage integrations with other systems, such as HR, finance, and IT. Utilize MID servers, web services, email, and other relevant technology to integrate tools with the ServiceNow platform.
- Develop and execute test plans to ensure system functionality, reliability, and performance.
- Stay current with ServiceNow releases and new features and assess the impact of changes on the system and its users.
- Maintain system documentation, including process flows, standard operating procedures, and technical specifications.
- Collaborate with stakeholders to identify business requirements, create technical specifications, and develop solutions to meet those needs.
- Provide ongoing support to users and stakeholders on the ServiceNow platform.
- Other duties as assigned.
