Hybrid ServiceNow Supervisor

at Carilion Clinic

• Job title: ServiceNow Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, United States

About the role

• ServiceNow Supervisor leading a team responsible for ServiceNow platform strategy and operations at Carilion Clinic. Requires strong ITSM, ITOM, and SPM experience, with leadership and analytical skills.

Responsibilities

• Onsite is preferred, hybrid or remote work option is available.
• 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.
• 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.
• 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.
• 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.
• Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
• Promote organizational mission, values, and ethical standards across all team interactions.

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.

Benefits

• 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, Virgin Pulse
• Discounts on childcare
• Continued education and training