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Improving the Health of the Communities We Serve
ServiceNow Supervisor
Location
Alabama + 9 moreAll locations: Alabama | Florida | Kentucky | Louisiana | North Carolina | Mississippi | South Carolina | Tennessee | Virginia | West Virginia
Posted
120 days ago
Salary
0
Seniority
Senior
Job Description
ServiceNow Supervisor
Carilion Clinic
• Provide day-to-day leadership of ServiceNow platform operations • Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management • Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines. • Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met. • Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes. • Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement. • Serve as an escalation point of contact • Monitor and communicate potential Severity 1 incidents to leadership. • Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved. • Lead a team of ServiceNow Analysts and Developers • Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance. • Remove impediments • Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG). • Participate in hiring, onboarding, performance evaluations, and corrective action processes. • Maintain a skills matrix and oversee career ladder progression for team members. • Conduct bi-monthly one-on-ones to support development goals and professional growth. • Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency. • Identify skill gaps and coordinate targeted training and certifications. • Enforce ITIL best practices, governance standards, and enterprise policies. • Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries. • Champion a customer-first service mindset, ensuring high-quality support and operational excellence. Promote organizational mission, values, and ethical standards across all team interactions.
Job Requirements
- Bachelor’s degree required. 4 years of relevant experience may be considered in lieu of a bachelor’s degree.
- Minimum of 3 years IT experience required.
- ITIL Foundation Certification
- Must be analytical, dependable, and detail oriented.
- Must possess strong interpersonal skills, written and oral skills.
- Must demonstrate solid leadership and presentation skills.
- Must be self-initiated, have excellent problem-solving skills, and be customer service oriented.
- Must possess advanced analytical skills and knowledge of IT operations and/or client service environment.
- Prepares written reports on a routine basis including ITIL service metrics, progress notes, status meetings, and project recaps.
Benefits
- 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
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• Diseñar, implementar y optimizar soluciones complejas de ServiceNow ITOM • Analizar los procesos y la infraestructura de operaciones de TI existentes • Gestionar las integraciones dentro de entornos de sistemas complejos • Desarrollar y mantener la documentación técnica
• To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective. • Lead business analysis and process consulting for core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB). • Facilitate workshops and stakeholder interviews to document current-state processes and define future-state improvements. • Align process design to ITIL principles and ServiceNow leading practices. • Define measurable success criteria (e.g., improved SLA performance, reduced MTTR, improved change success rate, strengthened CMDB maturity). • Support UAT planning and execution, including test case development and issue resolution.
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