ServiceNow Application Analyst III

Carilion Clinic•Roanoke, VA

1d•Hybrid

About The Position

The ServiceNow Application Analyst III 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

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

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.