ServiceNow ITSM Specialist

We’re seeking a forward‑thinking individual to help shape the future of our IT Service Management ecosystem using Service Now. As MISO’s Service Now ITSM Specialist
, you’ll design, optimize, and govern end‑to‑end ITSM workflows while harnessing automation and AI to eliminate manual effort and elevate service quality. You’ll translate business needs into intelligent, scalable solutions by leveraging deep knowledge of the Service Now platform, workflow orchestration, and modern integration patterns. You’ll work closely with teams to continuously refine workflows, reduce friction, and maximize the value of emerging automation technologies across the organization.

If you're passionate about building smarter systems, driving innovation, and transforming the way teams deliver service, this is the role for you.

What You’ll Do as our Service Now ITSM Specialist
:

• Design, optimize, and maintain automated Service Now workflows using Flow Designer and orchestration tools to streamline ITSM processes and reduce manual effort.
• Integrate Service Now workflows with external monitoring and security platforms (such as Splunk, Tripwire, and other event sources) to enable event‑driven automation within the ITSM ecosystem.
• Develop and support automation scripts (Power Shell, Bash, Python) that complement Service Now workflows and help eliminate repetitive tasks across IT operations.
• Continuously refine automation logic and AI‑driven models by monitoring performance, tuning thresholds, and incorporating feedback loops to increase accuracy and reduce false positives.
• Ensure ITSM automations remain compliant and audit‑ready by implementing automated evidence collection, event correlation, and AI‑assisted configuration validation within Service Now.
• Translate business needs into scalable Service Now workflows and AI‑supported automations that show clear, measurable impact.
• Leverage Service Now AI capabilities, including Now Assist, Agentic AI, predictive intelligence, and document intelligence, to enhance classification, decisioning, and overall service efficiency.

What You’ll Bring:

• Bachelor’s degree in a technical field (Computer Science, Information Technology, Engineering, or related discipline)
• Deep understanding of Service Now platform capabilities, including ITSM modules, Flow Designer, and automation frameworks.
• Strong skills in workflow orchestration and automation concepts, with the ability to design scalable, end‑to‑end Service Now automations.
• Hands‑on experience with Service Now AI features such as Now Assist, Agentic AI, predictive intelligence, and document intelligence.
• Solid knowledge of integrations and cross‑system automation, including APIs, web services, and connecting Service Now with external operational tools.

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 $100,000 - $125,000 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.

Service Now

Equal Opportunity Employer
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