Carilion Clinic

ServiceNow

• 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.

ServiceNow Supervisor

Analyst

• Responsible for performing Epic application system analysis and design to include requirements, specifications, configuration, documentation, testing, and implementation of systems
• Will also be involved in providing Epic application support, troubleshooting, training and reporting activities
• May also be involved in providing non-Epic application support and troubleshooting for integrated third-party applications
• Serves as a liaison between TSG groups, clients and vendors
• Conducts advanced analysis of Epic application design including but not limited to planning implementations and maximizing application benefits
• Mentors teammates in resolution of issues, tracking issues and providing updates to peers, leadership and clients
• Manages assigned projects and meets deadlines
• Conducts highly complex work unsupervised and with extensive latitude for independent judgement
• Adheres to departmental policies and procedures
• Plans and conducts requirements gathering for Epic projects and requests
• Coordinates, plans and conducts detailed design sessions through knowledge of client/business needs and application functionality
• Coordinates, plans, and conducts analysis of client business needs
• Develops reference materials (status reports, documentation, knowledge transfer, etc.) for supported applications (Epic and non-Epic) and related technologies
• Serve as a liaison between Epic modules
• Serve as a professional and technical mentor to teammates
• Recognized as a subject matter expert and advanced individual contributor
• Serve as advocate for department initiatives and processes
• Facilitates a positive and collaborative work environment
• Adheres to the application change management process to include timely reporting of all pertinent change information, effective discussion of the changes, internal and external communications, contingency planning, support of the change event and post-change reporting, as appropriate.

Research Application Analyst III – Research Analytics

Application Analyst III – Cadence

• Responsible for the analysis, design, configuration, and implementation of the ServiceNow platform to support enterprise workflows and business processes
• Duties include gathering and documenting requirements, developing specifications, configuring and testing ServiceNow modules, and supporting deployments
• Provides ongoing application support, troubleshooting, reporting, and end-user training
• Serves as a liaison between Technology Services groups, business stakeholders, and vendors to ensure ServiceNow solutions align with organizational needs and best practices
• Analyzes, designs, configures, and implements ServiceNow solutions to support enterprise workflows and business needs
• Maintains advanced working knowledge of assigned ServiceNow modules, integrations, and related development and maintenance tools
• Leads requirements gathering, system analysis, and detailed design sessions aligned with business processes and platform capabilities
• Independently manages and leads large ServiceNow projects, meeting timelines and quality expectations; assigns tasks to supporting analysts and technical staff
• Provides advanced application support, troubleshooting, and issue resolution; participates in on-call rotations and escalates highly complex issues as needed
• Tracks incidents, problems, and enhancements; communicates status and updates to senior staff and stakeholders
• Identifies opportunities to maximize ServiceNow platform value through workflow optimization, automation, and continuous improvement
• Develops and maintains technical documentation, training materials, and status reports for supported ServiceNow technologies
• Serves as a technical and professional mentor to other Application Analysts; leads initiatives and knowledge-sharing efforts
• Adheres to ServiceNow change management and governance processes, including documentation, communication, implementation support, and post-change review
• Assists with implementation of new ServiceNow modules, features, and integrations; develops supporting documentation
• Acts as a key ServiceNow application support resource for internal and external customers, maintaining professionalism at all times
• Exercises independent judgment and discretion while working with confidential patient and staff information; responsibilities may have organization-wide impact
• Works effectively in a matrixed environment and follows bimodal work principles
• Performs work in an office or remote environment with frequent use of computers, tablets, and mobile devices

Application Analyst III – ServiceNow

• Responsible for performing Epic application system analysis and design to include requirements, specifications, configuration, documentation, testing, and implementation of systems
• Will also be involved in providing Epic application support, troubleshooting, training and reporting activities
• May also be involved in providing non-Epic application support and troubleshooting for integrated third-party applications
• Serves as a liaison between TSG groups, clients and vendors
• Conducts advanced analysis of Epic application design including but not limited to planning implementations and maximizing application benefits
• Mentors teammates in resolution of issues, tracking issues and providing updates to peers, leadership and clients
• Manages assigned projects and meets deadlines
• Conducts highly complex work unsupervised and with extensive latitude for independent judgement
• Adheres to departmental policies and procedures
• Plans and conducts requirements gathering for Epic projects and requests
• Coordinates, plans and conducts detailed design sessions through knowledge of client/business needs and application functionality
• Develops reference materials (status reports, documentation, knowledge transfer, etc.) for supported applications (Epic and non-Epic) and related technologies
• Serve as a liaison between Epic modules
• Serve as a professional and technical mentor to teammates
• Recognized as a subject matter expert and advanced individual contributor
• Serve as advocate for department initiatives and processes
• Facilitates a positive and collaborative work environment
• Adheres to the application change management process to include timely reporting of all pertinent change information, effective discussion of the changes, internal and external communications, contingency planning, support of the change event and post-change reporting, as appropriate.

EPIC Application Analyst III – Cadence

Administrative Assistant

• Greets, screens, and provides service to patients and visitors.
• Processes mail, fax, and other documents.
• Maintains multi-line phone system/switchboard.
• Schedules, registers, and checks patients in/out.
• Maintains medical records.
• Performs data management and spreadsheets.
• Runs and maintains reports.
• Performs charge entry.
• Processes billing documents and researches and resolves issues.
• Collect co-payments, deductibles, and other self-pay amounts at time of service.
• Maintains cash box and receipt books.

Healthcare Administrative Associate

• Responsible for performing Epic Research application system analysis and design to include requirements, specifications, configuration, documentation, testing, and implementation of systems.
• Providing Epic application support, troubleshooting, training and reporting activities.
• Serves as a liaison between TSG groups, clients and vendors.
• Conducts beginner to immediate analysis of Epic application design including planning implementations and maximizing application benefits.
• Assists with resolution of issues, tracks issues and provides updates to peers, leadership and clients with minimal to moderate supervision.
• With minimal to moderate guidance, manages assigned projects and meets deadlines.
• Adheres to departmental policies and procedures.
• Plans and conducts requirements gathering for Epic projects and requests.
• Coordinates, plans and conducts detailed design sessions through knowledge of client/business needs and application functionality.
• Develops reference materials (status reports, documentation, knowledge transfer, etc.) for supported applications (Epic and non-Epic) and related technologies.
• Develop in-depth application knowledge and experience in specific Epic module(s) and how it integrates with the various Epic modules at Carilion.
• Serve as advocate for department initiatives and processes.
• Facilitates a positive and collaborative work environment.

Research Application Analyst II – Research Analytics

Epic Research Application Analyst III – Research Analytics

Business Intelligence Developer

• The Business Intelligence Developer I works within a challenging, integrated analytics and reporting environment delivering clinical, financial, operational and research intelligence essential for decision making based on role and workflow
• Works with Epic and non-Epic tools, content, data sources, processes and distribution methods to provide actionable information
• Prepares reports and dashboards for internal and external clients to assist with making business decisions
• Uses best practices for appropriate tools, products, and client access
• Utilizes necessary tools to prepare reports and databases to create products of minor complexity or moderate complexity with supervision
• Ensures completeness, correctness and consistency of data and data structure
• Ensures secure and high integrity data integration
• Responsible for coordinating validation and ensuring that solutions are appropriately tested and meet end user workflow
• This position will work closely with leaders, end-users, statistical programmers, and other technical staff to provide data acquisition, analysis, reporting, consulting and training
• Participates in all phases of software lifecycle development, particularly in the reporting analysis, development, testing documentation and implementation
• Adheres to Change Management policies and processes to include timely reporting of all pertinent change information, effective discussion of the changes, internal and external communications, contingency planning, support of the change event and post-change reporting
• May work with clients to identify technical requirements
• Documents and maintains documentation of products including functional summaries, diagrams, flow charts or other documentation as needed
• Provides reporting and analytic product client use and upgrade support
• Assists with automating manual processes
• Establishes and creates a positive project team environment through collaboration
• Delivers solutions to business function end-users from design to performance and support
• Adheres to enterprise technical and design standards
• Completes multiple assignments within a given timeframe
• Identifies and resolves customer issues
• May need to escalate issues to appropriate leadership
• Completes annual professional development and required in-service education
• Seeks out guidance and assistance from higher level resources as task complexity warrants