ServiceNow Supervisor

Carilion Clinic

9d•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. 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.

Requirements

Bachelor’s degree required. 4 years of relevant experience may be considered in lieu of a bachelor’s degree.
Minimum of 3 years IT experience required.
ITIL Foundation Certification
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.

Responsibilities

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.