ServiceNow Supervisor

Job Title: Service Now Supervisor

Description

Full time

Day (United States of America)

Remote - VA CP07 Carilion Medical Center.

R158343 Service Now Supervisor (Open)

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.

• 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.

• 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 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‑one meetings to support development goals and professional growth

• 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

• 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,…