Business Systems Analyst - IT ServiceNow

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.

• 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

Position Qualifications

Education (Required)

• High School graduate or GED equivalent is required for this position

• Bachelor’s degree in Business Administration, Computer Science, Management Information Systems, or related field. Coursework in Business is desired.

• 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.