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Carilionclinic

ServiceNow Supervisor

Salary$89k – $143k
LocationRemote
Work moderemote
Typefull-time
Company size10,000+ people
First seen1w ago
Last seen1d ago
Employment Status:
Full time
Shift:
Day (United States of America)
Facility:
Remote - VA
Requisition Number:
R158343 ServiceNow 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 ServiceNow Supervisor to lead a team responsible for the strategy, development, configuration, optimization, and operational support of our ServiceNow platform and integrated enterprise applications.
This role requires 5–8 years of hands-on ServiceNow 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 ServiceNow platform excellence, ensure ITIL-aligned service delivery, and optimize workflows and integrations across the enterprise.
ServiceNow Platform Leadership
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Provide day-to-day leadership of ServiceNow platform operations
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Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to:
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IT Service Management (ITSM)
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IT Operations Management (ITOM)
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Strategic Portfolio Management (SPM)
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Configuration Management Database (CMDB)
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HR Service Delivery (HRSD)
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Knowledge Management
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Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines.
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Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met.
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Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes.
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Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement.
Operational & Incident Management
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Serve as an escalation point of contact
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Monitor and communicate potential Severity 1 incidents to leadership.
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Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved.
Team Leadership & Resource Management
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Lead a team of ServiceNow Analysts and Developers
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Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance.
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Remove impediments
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Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG).
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Participate in hiring, onboarding, performance evaluations, and corrective action processes.
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Maintain a skills matrix and oversee career ladder progression for team members.
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Conduct bi-monthly one-on-ones to support development goals and professional growth.
Continuous Improvement & Governance
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Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency.
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Identify skill gaps and coordinate targeted training and certifications.
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Enforce ITIL best practices, governance standards, and enterprise policies.
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Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries.
Customer & Organizational Alignment
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Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
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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, 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.
Compensation Range:
$89,232.00 - $142,771.20
Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.
Recruiter:
MARK MISKOVIC
Recruiter Email:
[email protected]
For more information, contact the HR Service Center at 1-800-599-2537.
Legal
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 more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.
For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies
Benefits, Pay and Well-being at Carilion Clinic
Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away.
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Comprehensive Medical, Dental, & Vision Benefits
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Employer Funded Pension Plan, vested after five years (Voluntary 403B)
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Paid Time Off (accrued from day one)
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Onsite fitness studios and discounts to our Carilion Wellness centers
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Access to our health and wellness app, Personify Health
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Discounts on childcare
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Continued education and training
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