ServiceNow Supervisor

Job Title: Service Now Supervisor

Description
Employment Status:Full time
Shift:Day (United States of America)
Facility:Remote - VA CP07 Carilion Medical Center.
Requisition Number:R158343 Service Now Supervisor (Open)
How You'll Help Transform Healthcare:

Job Description Summary
Onsite is preferred, hybrid or remote work option is available. Candidates residing in the following states can be considered for remote work:
Alabama, Florida, Georgia, Arkansas, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, West Virginia, and Virginia.

We are seeking a highly experienced Service Now Supervisor to lead a team responsible for the strategy, development, configuration, optimization, and operational support of our Service Now platform and integrated enterprise applications.

This role requires 5-8 years of hands-on Service Now platform experience with technical expertise across ITSM, ITOM, SPM, CMDB, HRSD, and Knowledge Management modules. The ideal candidate brings strong platform governance experience, development oversight capabilities, and a passion for building high-performing technical teams.

This leader will drive Service Now platform excellence, ensure ITIL-aligned service delivery, and optimize workflows and integrations across the enterprise.

Service Now Platform Leadership

• Provide day-to-day leadership of Service Now platform operations
• Oversee configuration, development, integration, and support of Service Now 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 Service Now 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 Service Now dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement.

Operational & Incident Management

• 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.

Team Leadership & Resource Management

• Lead a team of Service Now 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.

Continuous Improvement & Governance

• Define, review, and implement tactical processes to improve Service Now 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.

Customer & Organizational Alignment

• Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
• Promote organizational mission, values, and ethical standards across all team interactions.

Education: Bachelor's degree required. 4 years of relevant experience may be considered in lieu of a bachelor's degree.

Experience: Minimum of 3 years IT experience required.

Licensure, certification, and/or registration: ITIL Foundation Certification

Other

Minimum Qualifications:

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.

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Recruiter:

Recruiter Email:

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Carilion Clinic is an Equal Opportunity

Employer:

We provide equal employment opportunities to all employees and applicants without regard to race, color,…