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
- Provide day-to-day leadership of ServiceNow platform operations
- Oversee configuration, development, integration, and support of ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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.
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.
Recruiter:
MARK MISKOVICRecruiter Email:
[email protected]For more information, contact the HR Service Center at 1-800-599-2537.
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 ClinicCarilion 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.
When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:
- 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
Skills Required
- 5-8 years hands-on ServiceNow platform experience across ITSM, ITOM, SPM, CMDB, HRSD, Knowledge Management
- Bachelor's degree or 4 years relevant experience in lieu of degree
- Minimum of 3 years IT experience
- ITIL Foundation certification
- Experience leading and managing ServiceNow analysts and developers, including hiring, onboarding, performance management
- Platform governance and development oversight experience, including CAB participation and change management
- Proven incident management, SLA/KPI monitoring, and ITIL-aligned service delivery experience
- Experience with payroll sign-off processes (UKG)
- Strong interpersonal, written and oral communication, leadership, presentation, problem-solving, and analytical skills
What We Do
Carilion Clinic is a non-profit integrated health care organization serving nearly one million people in Virginia through a comprehensive network of hospitals, outpatient specialty centers, and advanced primary care practices.
