ServiceNow Application Analyst II

Job Title: Service Now Application Analyst II

Description
Employment Status:Full time
Shift:Day (United States of America)
Facility:Remote - VA CP07 Carilion Medical Center.
Requisition Number:R158653 Service Now Application Analyst II (Open)
How You'll Help Transform Healthcare: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.

The Service Now Application Analyst II is responsible for performing application system analysis, design, and configuration to support organizational needs. This role collaborates with stakeholders to gather and document requirements, develop functional and technical specifications, and configure and maintain Service Now modules, workflows, forms, integrations, and related components. The analyst leads and supports testing activities, coordinates system implementations and enhancements, and ensures thorough documentation of system design and processes.

In addition, the role provides ongoing application support through troubleshooting, root cause analysis, and issue resolution, while also supporting reporting and dashboard development and delivering end-user training to promote effective adoption and optimal use of the Service Now platform.

• Serves as a liaison between technical groups, clients, vendors, and key stakeholders to support and optimize the Service Now platform and related integrations.
• Conducts analysis of Service Now application design, including workflow configuration, module optimization, and implementation planning to maximize platform value.
• Independently manages assigned Service Now projects and enhancements, ensuring timely delivery and adherence to departmental standards and governance.
• Plans and leads requirements gathering, business process analysis, and detailed design sessions, translating operational needs into effective Service Now solutions.
• Configures and maintains Service Now applications (e.g., ITSM, ITOM, HRSD, CMDB, or other modules as applicable), including forms, workflows, business rules, reports, and dashboards.
• Assists with troubleshooting, root cause analysis, and resolution of Service Now incidents and system issues, providing clear status updates to stakeholders.
• Develops and maintains supporting documentation, including technical specifications, configuration documentation, knowledge articles, and status reports.
• Adheres to the change management process, ensuring appropriate documentation, communication, testing, contingency planning, and post-implementation review.
• Serves as a subject matter resource for Service Now support and assists with new module implementations, upgrades, and platform enhancements.
• Promotes platform governance, best practices, and continuous improvement while safeguarding confidential information and working effectively within a matrixed, bimodal environment.

Education: High school degree required. Associates/Bachelor's degree in computer science, information systems, healthcare, business, or equivalent experience required.
Experience: Minimum of three years of related experience.
Licensure/Certification: Valid Virginia drivers' license required. Vendor and/or industry certifications/proficiencies as determined by management.
Other: Must be a self-initiated team player that can work under little supervision, with strong organizational, problem-solving and analytical skills. Must be able to work both independently and in a team setting. Must facilitate a positive and collaborative work environment. Must be flexible and capable of prioritizing multiple projects and meeting deadlines. Effective communication skills (oral, written and presentation). Primary business hours Monday-Friday including some weekends, holidays.

Will require after-hours on-call coverage. Occasional travel required.

Recruiter:

Recruiter Email:

For more information, contact the HR Service Center at

Carilion Clinic is an Equal Opportunity

Employer:

We provide equal employment opportunities…