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Itsm Specialist Jobs (NOW HIRING)

MISO

ServiceNow ITSM Specialist

Carmel, IN · On-site

$100K - $125K/yr

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 ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Boston, MA - Onsite We are looking for an ITSM Specialist with hands-on experience in ManageEngine and/or ServiceChannel platforms. The ideal candidate will be responsible for managing IT service ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Boston, MA - Onsite We are looking for an ITSM Specialist with hands-on experience in ManageEngine and/or ServiceChannel platforms. The ideal candidate will be responsible for managing IT service ...

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Itsm Specialist information

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How much do itsm specialist jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for itsm specialist in the United States is $24.95, according to ZipRecruiter salary data. Most workers in this role earn between $18.27 and $28.85 per hour, depending on experience, location, and employer.

What are some of the main challenges ITSM Specialists face when implementing new IT service management processes?

ITSM Specialists often encounter challenges such as resistance to change from staff, aligning new processes with existing business objectives, and ensuring seamless integration with current IT systems. Addressing these issues requires strong communication skills, thorough training programs, and ongoing collaboration with stakeholders across departments. Additionally, maintaining compliance with industry standards like ITIL and managing competing priorities can add complexity to the role.

What is the difference between Itsm Specialist vs Service Desk Analyst?

AspectItsm SpecialistService Desk Analyst
CertificationsITIL, Service Management certificationsITIL, Service Desk certifications often preferred
Work EnvironmentIT departments, service management teamsHelp desks, support centers, IT support teams
Employer & IndustryIT service providers, large corporationsAny organization with IT support needs
Search & Comparison IntentUnderstanding roles in IT service managementEntry-level support roles, troubleshooting

The main difference between an Itsm Specialist and a Service Desk Analyst lies in scope and responsibilities. An Itsm Specialist focuses on managing IT service processes, implementing ITIL best practices, and optimizing service delivery. In contrast, a Service Desk Analyst primarily handles user support, troubleshooting, and incident resolution. Both roles often require similar certifications like ITIL, but the Itsm Specialist typically works more on process improvement and strategic initiatives, while the Service Desk Analyst provides frontline support.

What is an ITSM Specialist?

An ITSM Specialist is a professional who manages and optimizes IT Service Management (ITSM) processes within an organization. They are responsible for implementing best practices and frameworks, such as ITIL, to ensure efficient delivery and support of IT services. Their duties often include incident management, problem resolution, change management, and continual service improvement. ITSM Specialists work closely with IT teams and stakeholders to align IT services with business needs and enhance overall service quality.

What are the key skills and qualifications needed to thrive as an ITSM Specialist?

To thrive as an ITSM Specialist, you need expertise in IT service management frameworks (such as ITIL), process optimization, and incident/problem/change management, often supported by a relevant degree and ITIL certification. Familiarity with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong analytical skills, effective communication, and a customer-focused mindset help you stand out in this role. These skills and qualities are essential to ensure efficient IT service delivery, continuous process improvement, and alignment between IT and business objectives.
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Itsm Specialist jobs near you
Infographic showing various Itsm Specialist job openings in the United States as of August 2026, with employment types broken down into 75% Full Time, and 25% Contract. Highlights an 75% In-person, and 25% Hybrid job distribution, with an average salary of $51,897 per year, or $25 per hour.

ServiceNow ITSM Specialist

MISO

Carmel, IN • On-site

$100K - $125K/yr

Full-time

Retirement, PTO

Re-posted 14 hours ago

Job description

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.
What You'll Do as our ServiceNow ITSM Specialist:
  • 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.

What You'll Bring:
  • 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.

Appropriate level will be determined based upon experience and knowledge.
Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future - it's what our immensely hardworking and dedicated team does every day.
The base salary compensation range being offered for this role is $100,000 - $125,000 USD annually. Base salary range for this position is included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, and qualifications/experience.
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.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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