ServiceNow ITSM Specialist

Midcontinent Independent System Operator (MISO)•Carmel, IN

1d•$100,000 - $125,000•Onsite

About The Position

We’re seeking a forward‑thinking individual to help shape the future of our IT Service Management ecosystem using ServiceNow. As MISO’s ServiceNow 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 ServiceNow 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.

Requirements

Bachelor’s degree in a technical field (Computer Science, Information Technology, Engineering, or related discipline)
Deep understanding of ServiceNow 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 ServiceNow automations.
Hands‑on experience with ServiceNow 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 ServiceNow with external operational tools.

Responsibilities

Design, optimize, and maintain automated ServiceNow workflows using Flow Designer and orchestration tools to streamline ITSM processes and reduce manual effort.
Integrate ServiceNow 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 (PowerShell, Bash, Python) that complement ServiceNow 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 ServiceNow.
Translate business needs into scalable ServiceNow workflows and AI‑supported automations that show clear, measurable impact.
Leverage ServiceNow AI capabilities, including Now Assist, Agentic AI, predictive intelligence, and document intelligence, to enhance classification, decisioning, and overall service efficiency.