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
Investigate and analyze the assigned business processes to determine fit within ServiceNow. Documenting the requirements for review / approval and then document the stories to deliver specific ServiceNow functionality within ServiceNow.Utilizes system / functional design documentation, flowcharting, story boarding, interviews staff and stakeholders and documents related systems processes to create a detailed specification of complex workflows.Additional duties may include the preparation of process flow diagrams, task descriptions, document and data flows, identification of decision points / criteria, workflow analysis and determination and documentation of process interdependencies.Utilize business system understanding to become a Subject Matter Expert (SME) on impact of changes to ServiceNow or its integrated set of systems and subsystems.Qualifications
Education (Required)
High School graduate or GED equivalent is required for this positionEducation (Preferred)
Bachelor's degree in Business Administration, Computer Science, Management Information Systems, or related field. Coursework in Business is desired.Skills and Qualifications (Required)
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.Proficient understanding of at least three (3) ServiceNow modules (ITSM, SPM, HAM, Contract Mgmt., SAMPro, CMDB, Change Mgmt., Mobile Agent, Event Mgmt., Knowledge, etc.)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.Excellent knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.Meeting facilitation skills is required.Excellent oral and written communication skills.Attention to detail is required.Excellent analytical skills are 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
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 CoverageFLEXIBLE 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 availableTUITION REIMBURSEMENT
Annual Reimbursement - $5,250PAID TIME OFF
HolidaysVacationSick LeaveSick Leave BankBereavement LeaveParental LeaveEMPLOYEE ASSISTANCE PROGRAM (EAP)
No cost services for employee and family.STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS
Pension PlanNon-Occupational and Occupational DisabilityDeferred Compensation / After-Tax ROTHNCPERS Voluntary Life and AD&D01
Please indicate your highest level of education.
High School Diploma / GEDAssociate DegreeBachelor's DegreeMaster's Degree or above02
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?
YesNo03
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.)?
YesNo04
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?
YesNo05
Microsoft Excel Proficiency :
Listed below are definitions of Microsoft Excel proficiency levels. Please read the following definitions carefully prior to answering the question.
Basic This level of skills is required to perform tasks and work with data in worksheets.A person with this level of skills is able to enter and correct data, modify a workbook, format a worksheet, and use printing functions.Intermediate This level of skills is required to work with multiple worksheets, filter data, use integrate functions, and manipulate databases.With this level of skills, a person understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel.Advanced This level of skills is required to use advanced techniques for analyzing and manipulating data in Excel.A person with this level of skills is able to automate some operations, manage Macro commands, and create MS Excel applications.What is your proficiency level in Microsoft Excel?
No ExperienceBasicIntermediateAdvanced06
Microsoft Outlook Proficiency :
Listed below are functions typically associated with Microsoft Outlook proficiency levels. Please carefully read the following prior to answering the question.
BasicCreating Emails and Attaching Files to Messages
Making Appointments and Changing the Time of AppointmentsCustomizing the RibbonChecking the Word CountWorking with RemindersMoving Messages between FoldersCreating SignaturesSearching for and Flagging MessagesIntermediatePreviewing Attachments
Categorizing MessagesPrinting CalendarsMentioning Contacts in the Body of an EmailUsing Quick PartsCreating Meeting InvitationsUsing the Different viewsTaking Meeting NotesWriting Professional EmailsInserting Online PicturesSetting a Default SignatureUsing GroupsWorking with Printing StylesAdvancedTurning on the Week Number Settings
Setting Up Recurring MeetingsWorking with HyperlinksAdding and Removing ColumnsWorking with NotesUsing the Bcc fieldRequesting Read ReceiptsChanging the Background Color of a MessageCreating TemplatesArchiving MessagesCreating RulesPrinting AttachmentsAssigning TasksExpertExporting Calendars
Adding and Changing Time ZonesApplying Outlook Themes and Stationery to MessagesAttaching Email Messages to Other MessagesUsing the Spelling and Grammar checkSpecifying Default Fonts for unread messagesSetting Delayed Delivery OptionsEncrypting MessagesUsing the Smart Lookup FeatureSetting PermissionsArchiving and other useful features that assist OrganizationBlocking Incoming MailCreating Tasks without opening OutlookWhat is your proficiency level in Microsoft Outlook?
No ExperienceBasicIntermediateAdvancedExpert07
Microsoft PowerPoint Proficiency :
Listed below are definitions of Microsoft PowerPoint proficiency levels. Please read the following definitions carefully prior to answering the question.
Basic Level This level of skills is required to create a simple presentation in PowerPoint, run it, and print it.Intermediate Level This level of skills is required to customize templates and the PowerPoint environment, and to make a presentation interactive by using hyperlinks and action buttons.Advanced Level This level of skills is required to work with graphics, animation and multimedia, inserting movies and sound; work with the Office Suite to create slides from an outline and send slides to Microsoft Word; and customize PowerPoint toolbars and automate the slide production.What is your proficiency level in Microsoft PowerPoint?
No ExperienceBasicIntermediateAdvance08
Microsoft Teams Proficiency :
Listed below are definitions of Microsoft Teams proficiency levels. Please read the following definitions carefully prior to answering the question.
Basic Level This level of skills is required to create and join meetings, send and receive messages, and use basic features of the Teams interface.Intermediate Level This level of skills is required to create and manage teams, use advanced features of the Teams interface, and collaborate with others on projects.Advanced Level This level of skills is required to customize the Teams interface, develop add-ins for Teams, and manage the security of Teams.What is your proficiency level in Microsoft Teams?
No ExperienceBasicIntermediateAdvance09
Microsoft Word Proficiency :
Listed below are definitions of Microsoft Word proficiency levels. Please read the following definitions carefully prior to answering the question.
Basic This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports.A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.Intermediate This level of skills is necessary in order to use and create a variety of templates, complex tables, merges; manage table data, sort and filter merges,and also perform basic work with existing Macros.A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports.Advanced This level of skills is required in order to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements.A person with this level of skills is able to use and create a wide range of graphic effects and has full mastery of Macro commands.What is your proficiency level in Microsoft Word?
No ExperienceBasicIntermediateAdvancedRequired Question
