Senior Configuration Management Analyst; ServiceNow

Senior Configuration Management Analyst (Service Now Experience)

Join to apply for the Senior Configuration Management Analyst (Service Now Experience) role at Midcontinent Independent System Operator (MISO).

MISO is hiring a Senior Configuration Management Analyst with Service Now experience for its 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. You will also enhance customer service and responsiveness while establishing a strong foundation for IT services.

• Partner with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using the Service Now platform.
• Develop and maintain CMDB standards within Service Now, ensuring CI data accuracy, completeness, and alignment with organizational policies, naming conventions, and compliance requirements.
• Support 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.
• Design and deliver dashboards and reports to provide actionable insights on Key Performance Indicators (KPIs) and Critical Success Factors (CSFs), driving data‑informed decisions and accountability.
• Collaborate 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 identify 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 a related field.
• At least 7 years of Configuration Management experience.
• Service Now experience is required.
• ITIL Foundations Certification (preferred).
• ITIL OSA or SO Intermediate Certification (preferred).

Appropriate level will be determined based upon experience and knowledge.

• Base salary range: $113,000 – $131,000 USD annually.
• Eligible for an annual bonus if individual performance and company objectives are met.
• Comprehensive benefits package, including 401(k), vacation, sick and safe time, medical insurance, vision insurance, tuition assistance, disability insurance, paid paternity leave, and paid maternity leave.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries:
  Utilities

MISO manages the electricity superhighway in the Central U.S., ensuring reliable power flow to 45 million Americans. Our team drives transformative innovation in the electric industry through digitalization, renewable energy, and advanced technology.