ServiceNow Application Analyst III

Key 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.

Education: High school diploma or equivalent required. Associates/Bachelors degree in computer science, information systems, healthcare, business or equivalent experience required.
Experience: Minimum of five years of related experience.
Licenses/Certifications :Valid Virginia drivers' license required. Vendor and/or industry certifications/proficiencies as determined by management.
Other: 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.

Recruiter:

Recruiter Email:

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

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.Below are benefits available to you when you join Carilion:

• 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

PI280262721