ServiceNow Supervisor
Carilion Clinic
full-time
Posted on:
Location Type: Remote
Location: Alabama • Florida • United States
Visit company websiteExplore more
Tech Stack
About the role
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNowIT Service Management (ITSM)IT Operations Management (ITOM)Strategic Portfolio Management (SPM)Configuration Management Database (CMDB)HR Service Delivery (HRSD)Knowledge Managementanalyticsreportingresource management
Soft Skills
leadershipinterpersonal skillswritten communicationoral communicationproblem-solvingcustomer service orientationanalytical skillsdependabilitydetail orientationpresentation skills
Certifications
ITIL Foundation Certification