ServiceNow Supervisor

Carilion Clinic

ServiceNow Supervisor overseeing platform operations and team management for Carilion Clinic. Leading ITSM, ITOM, and governance practices in healthcare.

Posted 4/18/2026full-timeRemote • Alabama, Florida, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

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 orientationdependabilityattention to detailanalytical skillspresentation skills

Certifications

ITIL Foundation CertificationBachelor's degree