ServiceNow Supervisor

## Service Now Supervisor Apply remote type:
Remote locations:
Remote time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 29, 2026 (5 days left to apply) job requisition :
R158343##
** Employment Status:
** Full time##
** Shift:
** Day (United States of America)##
** Facility:
** Remote - VA##
** 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.#
** What We Require:
***
* 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,…