ServiceNow Supervisor

About this role

Employment Status: Full time Shift: Day (United States of America) Facility: Remote - VA Requisition Number: R158343 ServiceNow Supervisor (Open)

 How You’ll Help Transform Healthcare: Job Description Summary 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.

 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.



 What We Require: Education: Bachelor’s degree required.  4 years of relevant experience may be considered in lieu of a bachelor’s degree.

Experience: Minimum of 3 years IT experience required.

Licensure, certification, and/or registration: ITIL Foundation Certification

Other Minimum Qualifications: 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.  

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.   

 Compensation Range: $89,232.00 - $142,771.20 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan. 

 Recruiter: MARK MISKOVIC Recruiter Email: mamiskovic@carilionclinic.org For more information, contact the HR Service Center at 1-800-599-2537.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color,  religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies 

 Benefits, Pay and Well-being at Carilion Clinic

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