ServiceNow ITSM Specialist

About the role

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.

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.

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

Qualifications

• Appropriate level will be determined based upon experience and knowledge

Skills

• Transformative innovation in the electric industry
• Experience managing the electricity grid and running a robust energy market
• Planning for a bright future in the context of renewable energy and an ever-changing grid

Benefits

The base salary compensation range being offered for this role is $100,000 - $125,000 USD annually. 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.