Senior Analyst Configuration Management (ServiceNow)

Midcontinent Independent System Operator, Inc.; Carmel (IN); On-site; USD 110,000 - 135,000; Full time

Job summary

Midcontinent Independent System Operator, Inc. in Carmel, Indiana, is seeking a Senior Configuration Management Analyst with strong ServiceNow experience to manage the CMDB and strengthen ITIL-aligned processes.

You will ensure CI data accuracy, implement CMDB standards, and support change management and audits across the IT environment. The role requires collaborating with ITSM leadership, developing dashboards for KPI insights, and driving automation and process improvements within a

Qualifications

• Bachelor’s degree in Information Technology or Computer Science.
• CMDB experience and ServiceNow expertise.
• ServiceNow Certified Systems Administrator (preferred) and CIS CMDB/CIS-DF (preferred).

Responsibilities

• Partner with ITSM leadership to enhance processes using the ServiceNow platform.
• Develop and maintain CMDB standards within ServiceNow, ensuring CI data accuracy and alignment with policies.
• Support configuration and change management through audits, reconciliations and health visibility of the IT environment.
• Design dashboards and reports to track KPIs and CSFs for data-informed decisions.
• Collaborate with stakeholders to operationalize services and improve ITIL-based practices and ITSM maturity.
• Identify automation opportunities to streamline workflows and improve service delivery.

Skills

ServiceNow experience

Configuration Management

Asset Management

ITIL knowledge

ServiceNow Administrator

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

ServiceNow

CMDB tools

Job description

Description

MISO is hiring a Senior Configuration Management Analyst with ServiceNow experience for our Carmel, Indiana location. You will be responsible for managing and executing the configuration management process while ensuring the accuracy and integrity of the Configuration Management Database (CMDB). This role supports key corporate priorities by improving operational efficiency, maintaining regulatory compliance, and reducing security risks. Additionally, you will enhance customer service and responsiveness while establishing a strong foundation for IT services.

As MISO’s Senior Configuration Management Analyst , some of your responsibilities will include:

• Partnering with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using the ServiceNow platform.

• Developing and maintaining Configuration Management Database (CMDB) standards within ServiceNow, ensuring CI data accuracy, completeness, and alignment with organizational policies, naming conventions, and compliance requirements.

• Supporting configuration and change management processes by identifying and remediating unauthorized CI changes, conducting configuration audits and reconciliations, and maintaining visibility into the health of the IT environment.

• Designing and delivering dashboards and reports to provide actionable insights on Key Performance Indicators (KPIs) and Critical Success Factors (CSFs), driving data-informed decisions and accountability.

• Collaborating with stakeholders and process owners to operationalize services, improve CMDB data integrity, and implement process and tooling enhancements that strengthen ITIL-based practices and ITSM maturity.

• Proactively identifying opportunities for automation, process improvement, and reliability enhancements - leveraging ServiceNow capabilities to streamline workflows and enable better service delivery.

To be successful as our Senior Configuration Management Analyst , some of the technical skills we look for include:

• Bachelor’s degree in Information Technology, Computer Science or related field.

• At least 3-5 years of Configuration Management (CMBD) experience.

• ServiceNow experience is required

• Asset Management experience

• ServiceNow Certified Systems Administrator (preferred)

• ServiceNow Certified Implementation Specialist – CMDB (CIS CMDB/CIS-DF) (preferred)

Appropriate level will be determined based upon experience and knowledge.

Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future – it’s what our immensely hardworking and dedicated team does every day.

The base salary compensation range being offered for this role is $110,000 - $135,000 USD annually. Base salary range for this position is included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, and qualifications/experience.

Position is also eligible for an annual bonus if individual performance and company objectives are met. At MISO we offer a comprehensive benefits package, including 401k, vacation, sick and safe time, available on your first day of employment.

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Qualifications

Education

Preferred

• Bachelors or better in Computer Science

• Bachelors or better in Information Technology

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Job Category: Technology

Full-Time