Hybrid Application Analyst III – ServiceNow

at Carilion Clinic

• Job title: Application Analyst III – ServiceNow
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: ServiceNow
• Location requirements: Hybrid, United States

About the role

• Application Analyst III managing the ServiceNow platform for enterprise workflows at Carilion Clinic. Responsible for analysis, design, configuration, implementation, and ongoing support to transform healthcare.

Responsibilities

• 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)

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