Senior Analyst Configuration Management (ServiceNow)

MISO • Carmel, IN

13h • Onsite

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 and ensures the accuracy and integrity of the Configuration Management Database (CMDB). It supports corporate priorities by improving operational efficiency, maintaining regulatory compliance, reducing security risks, improving customer service and responsiveness, and establishing a strong foundation for IT services.

The analyst partners with IT Service Management (ITSM) leadership to enhance processes, optimize performance, and maintain service quality using ServiceNow. The role also supports configuration and change management, improves CMDB data integrity, and contributes to ITIL-based practices and ITSM maturity through stakeholder collaboration, reporting, automation, and process improvements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3–5 years of Configuration Management (CMBD) experience.
• ServiceNow experience is required.
• Asset Management experience.

Nice To Haves

• ServiceNow Certified Systems Administrator.
• ServiceNow Certified Implementation Specialist – CMDB (CIS CMDB/CIS-DF).

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 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.
• Conduct configuration audits and reconciliations, and maintain visibility into the health of the IT environment.
• Design and deliver dashboards and reports that provide actionable insights on Key Performance Indicators (KPIs) and Critical Success Factors (CSFs).
• Collaborate with stakeholders and process owners to operationalize services, improve CMDB data integrity, and implement process and tooling enhancements.
• Identify opportunities for automation, process improvement, and reliability enhancements, leveraging ServiceNow to streamline workflows and improve service delivery.

Benefits

• Comprehensive benefits package.
• 401(k).
• Vacation, sick, and safe time available on the first day of employment.
• Eligible for an annual bonus if individual performance and company objectives are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior