ServiceNow Supervisor

Carilion Clinic

ServiceNow Supervisor overseeing platform operations and a team of analysts and developers. Ensuring service delivery excellence and compliance with ITIL standards in a healthcare environment.

Posted 6/25/2026full-timeAlabama, Florida, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNowIT Service Management (ITSM)IT Operations Management (ITOM)Strategic Portfolio Management (SPM)Configuration Management Database (CMDB)HR Service Delivery (HRSD)Knowledge ManagementITIL service metricsreportinganalytics

Soft Skills

leadershipinterpersonal skillswritten communicationoral communicationproblem-solvingcustomer service orientationanalytical skillsdependabilitydetail orientationpresentation skills

Tools & Technologies

ServiceNow dashboardsresource managementUKG

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

change managementSLAsKPIsITIL best practicesgovernance standardsenterprise policiesperformance evaluationsskills matrixcareer ladder progressioncontinuous improvement

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

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
Prepares written reports on a routine basis including ITIL service metrics, progress notes, status meetings, and project recaps

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, Personify Health
Discounts on childcare
Continued education and training