Business Systems Analyst - IT ServiceNow

Salary : $90,000.00 - $92,500.00 Annually

Location : 60515, IL

Job Type : Professionals

Job Number : 61645-102025

Department : Information Technology

Opening Date : 10 / 22 / 2025

Closing Date : 11 / 9 / 2025 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 great 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 mission, the IT ServiceNow Systems Analyst will analyze business operations and processes related to Tollway's ServiceNow system and any associated subsystems. Research and recommendations are rendered to solve business need or system problems. Those activities require this position to develop requirements for operational and functional improvement to this system as the starting point to these activities.

Essential Job Functions

Position Responsibilities

• Responsibilities include gathering requirements, gap analysis, process flow analysis; buy versus build analysis, cost / benefit justification, feasibility studies, creating prototypes and contributing to implementation plans following the approved software development methodology.
• Plans, develops, and implements techniques for gathering requirements and interpreting data, establishes and maintains professional relationships with pertinent process and systems owners to promote an effective partnership between the technical and business components of the Illinois Tollway.
• Research, identify and document the subsystems, as well as become a subject matter expert for the respective business system and / or processes.
• Create the stories based on the requirements.
• Serve as liaison between Tollway personnel and system vendors.
• Reports to Deputy Chief of IT Project Management.

Position Description

Qualifications

Education (Required)

Education (Preferred)

Skills and Qualifications (Required)

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.

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

FLEXIBLE SPENDING ACCOUNT

Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.

Pre-tax account you put money into that you use to pay for dependent care costs.

TERM LIFE & AD&D INSURANCE

TUITION REIMBURSEMENT

PAID TIME OFF

EMPLOYEE ASSISTANCE PROGRAM (EAP)

STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS

01

Please indicate your highest level of education.

02

Do you have five (5) years of application analysis and design experience meeting business needs and / or application development with at least three (3) years of emphasis on ServiceNow as an Analyst?

03

Do you have a proficient understanding of at least three (3) ServiceNow modules (ITSM, SPM, HAM, Contract Mgmt., SAMPro, CMDB, Change Mgmt., Mobile Agent, Event Mgmt., Knowledge, etc.)?

04

Do you have a comprehensive knowledge of procedures and techniques of conducting requirement gathering, feasibility and design studies, understanding relational database design and modeling, graphical interface and development of technical implementation and optimization of business systems?

05

Microsoft Excel Proficiency :

Listed below are definitions of Microsoft Excel proficiency levels. Please read the following definitions carefully prior to answering the question.

What is your proficiency level in Microsoft Excel?

06

Microsoft Outlook Proficiency :

Listed below are functions typically associated with Microsoft Outlook proficiency levels. Please carefully read the following prior to answering the question.

Creating Emails and Attaching Files to Messages

Previewing Attachments

Turning on the Week Number Settings

Exporting Calendars

What is your proficiency level in Microsoft Outlook?

07

Microsoft PowerPoint Proficiency :

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What is your proficiency level in Microsoft PowerPoint?

08

Microsoft Teams Proficiency :

Listed below are definitions of Microsoft Teams proficiency levels. Please read the following definitions carefully prior to answering the question.

What is your proficiency level in Microsoft Teams?

09

Microsoft Word Proficiency :

Listed below are definitions of Microsoft Word proficiency levels. Please read the following definitions carefully prior to answering the question.

What is your proficiency level in Microsoft Word?

Required Question