ServiceNow Analyst III

Carilion Clinic•Roanoke, VA

3d•Hybrid

About The Position

The ServiceNow Application Analyst II is responsible for the analysis, design, configuration, implementation, and support of ServiceNow applications with a strong emphasis on the Strategic Portfolio Management (SPM) suite. This role partners closely with business stakeholders, technical teams, and vendors to ensure solutions meet organizational goals, adhere to governance, and maximize platform value. The analyst will contribute to platform enhancements, troubleshoot complex issues, deliver training, and drive adoption of ServiceNow best practices across the enterprise.

Requirements

Bachelors Degree in STEM or equivalent work experience in lieu of degree.
Minimum 4 years of related experience.
Comprehensive understanding of full stack development including front-end and back-end languages, Relational Databases, and server configuration.
Good organizational skills, analytical, dependable, detail oriented, interpersonal skills.
Effective communication skills (oral, written and presentation).
Must have excellent problem-solving skills and be customer service oriented.

Nice To Haves

Masters degree preferred.
Experience working in an agile development environment preferred.
One or more of the following is recommended: ITIL 4 Foundation Certification, Azure Fundamentals, Oracle Certified Associate, Java
Familiarity with Java, JavaScript, Ruby, React, Angular, HTML, CSS, Apache, Linux, SQL, Relational Databases, HTML, Azure, and Linux preferred.
Familiarity with Epic Kuiper, MyChart, Haiku/Canto, Rover, Interconnect, Chronicles or Data Courier preferred.

Responsibilities

Application Analysis & Solution Design Performs advanced analysis of ServiceNow applications—including SPM, ITSM, and related modules—to design scalable solutions that align with business strategy. Plans implementations, evaluates enhancement opportunities, and ensures optimal adoption of SPM capabilities (e.g., Demand, Project, Portfolio, Resource Management).
Configuration & Development Support Maintains expert knowledge of assigned ServiceNow applications and configuration tools. Performs configuration, workflow updates, form/table design, reporting, and dashboards. Assists with the resolution of complex platform issues and provides timely updates to stakeholders.
Project & Portfolio Delivery Independently manages assigned ServiceNow projects and enhancement initiatives, ensuring timelines and deliverables are met.
On-Call & Advanced Support Participates in on-call rotation and assists team members with troubleshooting complex issues.
Requirements & Design Leadership Independently conducts requirements-gathering sessions with business partners, leveraging deep understanding of SPM processes. Facilitates detailed design workshops, ensuring alignment between client needs and platform capabilities.
Business Process Optimization Analyzes business operations to identify opportunities for automation, process improvement, and workflow optimization—particularly within SPM lifecycle processes (demand intake, prioritization, forecasting, reporting).
Technical Leadership & Mentorship Leads large initiatives and serves as a mentor to junior analysts, providing guidance on ServiceNow functionality, standards, and best practices.
Documentation & Training Creates and maintains high-quality documentation including solution designs, status reports, support materials, and training assets for both technical teams and end users.
Change Management Compliance Follows the established change management process, ensuring timely submission of change requests, effective communication, risk mitigation, and post-change validation.
Application Support & Implementation Supports the deployment of new ServiceNow modules and capabilities. Assists with testing, documentation, user acceptance, and rollout planning.
Cross-Functional Collaboration Works closely with internal and external partners in a professional manner. Responsibilities may involve access to confidential or sensitive information; discretion and sound judgment are required.
Work Environment & Governance Operates effectively in a matrixed organization and understands Bimodal delivery principles. Works in an office or remote environment using modern devices and collaboration tools.