ServiceNow Supervisor

Service Now Supervisor (Open)

Employment Status: Full time

Shift: Day (United States of America)

Facility: Remote - VA

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.

Provide day‑to‑day leadership of Service Now platform operations and oversee configuration, development, integration, and support of Service Now modules.

• 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 meet analysis, testing, documentation, and quality assurance standards.

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 to monitor performance and drive continuous improvement.

Serve as an escalation point of contact. Monitor and communicate potential Severity 1 incidents to leadership and 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
• Conduct bi‑monthly one‑on‑ones 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 the organization’s mission, values, and ethical standards across all team interactions.

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

Minimum of 3 years of IT experience required.

ITIL Foundation Certification.

• Analytical, dependable, and detail oriented
• Strong interpersonal, written, and oral skills
• Solid leadership and presentation skills
• Self‑initiated, customer service oriented, and excellent problem‑solving skills
• 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

$89,232.00 – $ (employee pay is based on qualifications, credentials, education, and prior work experience). This range does not include benefits or pension plan.

• 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

Carilion Clinic is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug‑Free Workplace. For information on E‑Verify: https://(Use the "Apply for this Job" box below).-policies

Recruiter:
Mark Miskovic
Email: mamiskovic
For more information, contact the HR Service Center at