Application Analyst III-ServiceNow

Carilion Clinic

11d•Hybrid

About The Position

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. Responsible for the analysis, design, configuration, and implementation of the ServiceNow platform to support enterprise workflows and business processes. Duties include gathering and documenting requirements, developing specifications, configuring and testing ServiceNow modules, and supporting deployments. Provides ongoing application support, troubleshooting, reporting, and end-user training. Serves as a liaison between Technology Services groups, business stakeholders, and vendors to ensure ServiceNow solutions align with organizational needs and best practices. Analyzes, designs, configures, and implements ServiceNow solutions to support enterprise workflows and business needs. Maintains advanced working knowledge of assigned ServiceNow modules, integrations, and related development and maintenance tools. Leads requirements gathering, system analysis, and detailed design sessions aligned with business processes and platform capabilities. Independently manages and leads large ServiceNow projects, meeting timelines and quality expectations; assigns tasks to supporting analysts and technical staff. Provides advanced application support, troubleshooting, and issue resolution; participates in on-call rotations and escalates highly complex issues as needed. Tracks incidents, problems, and enhancements; communicates status and updates to senior staff and stakeholders. Identifies opportunities to maximize ServiceNow platform value through workflow optimization, automation, and continuous improvement. Develops and maintains technical documentation, training materials, and status reports for supported ServiceNow technologies. Serves as a technical and professional mentor to other Application Analysts; leads initiatives and knowledge-sharing efforts. Adheres to ServiceNow change management and governance processes, including documentation, communication, implementation support, and post-change review. Assists with implementation of new ServiceNow modules, features, and integrations; develops supporting documentation. Acts as a key ServiceNow application support resource for internal and external customers, maintaining professionalism at all times. Exercises independent judgment and discretion while working with confidential patient and staff information; responsibilities may have organization-wide impact. Works effectively in a matrixed environment and follows bimodal work principles. Performs work in an office or remote environment with frequent use of computers, tablets, and mobile devices.

Requirements

High school diploma or equivalent required.
Associates/Bachelors degree in computer science, information systems, healthcare, business or equivalent experience required.
Minimum of five years of related experience.
Valid Virginia drivers' license required.
Vendor and/or industry certifications/proficiencies as determined by management.
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 and serve as a mentor to others in the department.
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.

Responsibilities

Analysis, design, configuration, and implementation of the ServiceNow platform to support enterprise workflows and business processes.
Gathering and documenting requirements, developing specifications, configuring and testing ServiceNow modules, and supporting deployments.
Ongoing application support, troubleshooting, reporting, and end-user training.
Serves as a liaison between Technology Services groups, business stakeholders, and vendors to ensure ServiceNow solutions align with organizational needs and best practices.
Maintains advanced working knowledge of assigned ServiceNow modules, integrations, and related development and maintenance tools.
Leads requirements gathering, system analysis, and detailed design sessions aligned with business processes and platform capabilities.
Independently manages and leads large ServiceNow projects, meeting timelines and quality expectations; assigns tasks to supporting analysts and technical staff.
Provides advanced application support, troubleshooting, and issue resolution; participates in on-call rotations and escalates highly complex issues as needed.
Tracks incidents, problems, and enhancements; communicates status and updates to senior staff and stakeholders.
Identifies opportunities to maximize ServiceNow platform value through workflow optimization, automation, and continuous improvement.
Develops and maintains technical documentation, training materials, and status reports for supported ServiceNow technologies.
Serves as a technical and professional mentor to other Application Analysts; leads initiatives and knowledge-sharing efforts.
Adheres to ServiceNow change management and governance processes, including documentation, communication, implementation support, and post-change review.
Assists with implementation of new ServiceNow modules, features, and integrations; develops supporting documentation.
Acts as a key ServiceNow application support resource for internal and external customers, maintaining professionalism at all times.
Exercises independent judgment and discretion while working with confidential patient and staff information; responsibilities may have organization-wide impact.
Works effectively in a matrixed environment and follows bimodal work principles.