• Own and evolve the end-to-end ServiceNow platform architecture, including data model, integrations, security, performance, and governance. • Partner with business and IT stakeholders to understand strategic goals, define roadmaps, and translate requirements into ServiceNow solutions that deliver measurable value. • Lead the design of solutions across multiple ServiceNow products and modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, CMDB, Workflow/Flow Designer), ensuring a unified and scalable architecture. • Architect and oversee integrations between ServiceNow and external systems using IntegrationHub, REST APIs, web services, event streams, and other integration patterns. • Provide technical leadership across multiple concurrent work streams, ensuring alignment to architecture standards, reuse of shared capabilities, and consistent design patterns. • Guide platform engineering, development, and admin teams on solution design, configuration vs. customization, coding standards, and use of out-of-the-box capabilities. • Establish and maintain architectural principles, reference architectures, and design guardrails to protect platform integrity and manage technical debt. • Review and approve solution designs, stories, and implementation approaches for major initiatives, ensuring they align with platform strategy and non-functional requirements. • Drive performance, reliability, and scalability improvements through thoughtful design of data structures, integrations, automations, and operational processes. • Collaborate with security, compliance, and infrastructure teams to ensure solutions meet security, privacy, and regulatory requirements. • Provide leadership and coaching to managers and technical leads across multiple teams, building a high-performing, collaborative ServiceNow delivery organization. • Contribute to and champion SDLC, CI/CD, testing, and release processes for ServiceNow, promoting automation, quality, and repeatability. • Stay current on the ServiceNow product roadmap, new features, and industry best practices, and proactively recommend enhancements to maximize platform value. • Communicate complex technical concepts in clear, business-friendly language to senior leaders and non-technical stakeholders.

Employment Status: Full timeShift: Day (United States of America)Facility: 451 Kimball Ave NE - RoanokeRequisition Number: R156658 ServiceNow Analyst III (Open) How You’ll Help Transform Healthcare: Onsite is preferred, hybrid or remote work option is available. Candidates residing in the following states can be considered for remote work: Alabama, Florida, Georgia, Arkansas, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, West Virginia, and Virginia. The ServiceNow Application Analyst II is responsible for the analysis, design, configuration, implementation, and support of ServiceNow applications with a strong emphasis on the Strategic Portfolio Management (SPM) suite. This role partners closely with business stakeholders, technical teams, and vendors to ensure solutions meet organizational goals, adhere to governance, and maximize platform value. The analyst will contribute to platform enhancements, troubleshoot complex issues, deliver training, and drive adoption of ServiceNow best practices across the enterprise. Key Responsibilities - Application Analysis & Solution Design Performs advanced analysis of ServiceNow applications—including SPM, ITSM, and related modules—to design scalable solutions that align with business strategy. Plans implementations, evaluates enhancement opportunities, and ensures optimal adoption of SPM capabilities (e.g., Demand, Project, Portfolio, Resource Management). - Configuration & Development Support Maintains expert knowledge of assigned ServiceNow applications and configuration tools. Performs configuration, workflow updates, form/table design, reporting, and dashboards. Assists with the resolution of complex platform issues and provides timely updates to stakeholders. - Project & Portfolio Delivery Independently manages assigned ServiceNow projects and enhancement initiatives, ensuring timelines and deliverables are met. - On-Call & Advanced Support Participates in on-call rotation and assists team members with troubleshooting complex issues. - Requirements & Design Leadership Independently conducts requirements-gathering sessions with business partners, leveraging deep understanding of SPM processes. Facilitates detailed design workshops, ensuring alignment between client needs and platform capabilities. - Business Process Optimization Analyzes business operations to identify opportunities for automation, process improvement, and workflow optimization—particularly within SPM lifecycle processes (demand intake, prioritization, forecasting, reporting). - Technical Leadership & Mentorship Leads large initiatives and serves as a mentor to junior analysts, providing guidance on ServiceNow functionality, standards, and best practices. - Documentation & Training Creates and maintains high-quality documentation including solution designs, status reports, support materials, and training assets for both technical teams and end users. - Change Management Compliance Follows the established change management process, ensuring timely submission of change requests, effective communication, risk mitigation, and post-change validation. - Application Support & Implementation Supports the deployment of new ServiceNow modules and capabilities. Assists with testing, documentation, user acceptance, and rollout planning. - Cross-Functional Collaboration Works closely with internal and external partners in a professional manner. Responsibilities may involve access to confidential or sensitive information; discretion and sound judgment are required. - Work Environment & Governance Operates effectively in a matrixed organization and understands Bimodal delivery principles. Works in an office or remote environment using modern devices and collaboration tools. What We Require: Education: Bachelors Degree in STEM or equivalent work experience in lieu of degree. Masters degree preferred. Experience: Minimum 4 years of related experience. Comprehensive understanding of full stack development including front-end and back-end languages, Relational Databases, and server configuration. Experience working in an agile development environment preferred. Licensure, certification, and/or registration: One or more of the following is recommended: ITIL 4 Foundation Certification, Azure Fundamentals, Oracle Certified Associate, Java Other Minimum Qualifications: Good organizational skills, analytical, dependable, detail oriented, interpersonal skills. Effective communication skills (oral, written and presentation). Familiarity with Java, JavaScript, Ruby, React, Angular, HTML, CSS, Apache, Linux, SQL, Relational Databases, HTML, Azure, and Linux preferred. Familiarity with Epic Kuiper, MyChart, Haiku/Canto, Rover, Interconnect, Chronicles or Data Courier preferred. Must have excellent problem-solving skills and be customer service oriented. Recruiter: MARK MISKOVICRecruiter Email: mamiskovic@carilionclinic.org For more information, contact the HR Service Center at 1-800-599-2537. Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies Benefits, Pay and Well-being at Carilion Clinic Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion: - Comprehensive Medical, Dental, & Vision Benefits - Employer Funded Pension Plan, vested after five years (Voluntary 403B) - Paid Time Off (accrued from day one) - Onsite fitness studios and discounts to our Carilion Wellness centers - Access to our health and wellness app, Virgin Pulse - Discounts on childcare - Continued education and training

• Manage the lifecycle of IT assets (software and hardware), ensuring compliance, inventory control, and cost optimization. • Manage licenses, contracts, and vendors, as well as support audits and mitigate risks related to software use. • Contribute to maintaining data accuracy and reliability in the CMDB and ITSM processes, and produce analyses that support decision-making. • Collaborate with multiple teams, demonstrating organization, attention to detail, and clear communication.

• Own and maintain the ServiceNow product backlog for Managed Services. • Translate business requirements into clear user stories and acceptance criteria. • Stay current on ServiceNow releases, features, and roadmap changes. • Educate Managed Services leadership on new ServiceNow capabilities and use cases. • Prioritize work based on business impact, risk, and operational value. • Partner with Architects and Developers to ensure solutions meet business intent. • Facilitate backlog grooming, sprint planning, and release reviews. • Act as the voice of the Managed Services BU for platform decisions.