Senior Configuration Management Analyst; ServiceNow

MISO is hiring a Senior Configuration Management Analyst with Service Now 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.

• Partnering with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using the Service Now platform.
• Developing and maintaining Configuration Management Database (CMDB) standards within Service Now, 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 Service Now capabilities to streamline workflows and enable better service delivery.

• Bachelor's degree in Information Technology, Computer Science or related field.
• At least 7 years of Configuration Management (CMDB) experience required.
• Service Now experience is required.
• Asset Management experience.
• ITIL Foundations Certification (preferred).
• ITIL Operational Support & Analysis (OSA) Intermediate Certification or Service Operation (SO) Intermediate Certification (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 $113,000 - $131,000 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.

MISO, What We Do

Equal Opportunity Employer

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