Senior Analyst Configuration Management (ServiceNow)
About The Position
MISO is hiring a Senior Configuration Management Analyst with ServiceNow experience for its Carmel, Indiana location. The role manages and executes the configuration management process while ensuring the accuracy and integrity of the Configuration Management Database (CMDB). It supports corporate priorities by improving operational efficiency, maintaining regulatory compliance, reducing security risks, enhancing customer service and responsiveness, and establishing a strong foundation for IT services. The analyst partners with IT Service Management (ITSM) leadership to improve processes, optimize performance, and maintain service quality using ServiceNow. The position develops and maintains CMDB standards, supports configuration and change management processes, and works with stakeholders and process owners to improve data integrity, operationalize services, and strengthen ITIL-based practices and ITSM maturity. It also provides reporting and dashboards for performance measures and identifies opportunities for automation, process improvement, and reliability enhancements.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 3–5 years of Configuration Management (CMDB) experience.
- ServiceNow experience.
- Asset Management experience.
Nice To Haves
- ServiceNow Certified Systems Administrator certification.
- ServiceNow Certified Implementation Specialist – CMDB (CIS CMDB/CIS-DF) certification.
Responsibilities
- Partner with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using ServiceNow.
- Develop and maintain CMDB standards within ServiceNow, ensuring configuration item (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 that provide actionable insights into Key Performance Indicators (KPIs) and Critical Success Factors (CSFs), supporting 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.
- Identify opportunities for automation, process improvement, and reliability enhancements, leveraging ServiceNow capabilities to streamline workflows and enable better service delivery.
Benefits
- Comprehensive benefits package, including 401(k), vacation, and sick and safe time, available on the first day of employment.
- Eligible for an annual bonus if individual performance and company objectives are met.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
