Employment Status: Full time Shift: Day (United States of America) Facility: Remote - VA Requisition Number: R158653 ServiceNow Application Analyst II (Open) How You’ll Help Transform Healthcare: 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. The ServiceNow Application Analyst II is responsible for performing application system analysis, design, and configuration to support organizational needs. This role collaborates with stakeholders to gather and document requirements, develop functional and technical specifications, and configure and maintain ServiceNow modules, workflows, forms, integrations, and related components. The analyst leads and supports testing activities, coordinates system implementations and enhancements, and ensures thorough documentation of system design and processes. In addition, the role provides ongoing application support through troubleshooting, root cause analysis, and issue resolution, while also supporting reporting and dashboard development and delivering end-user training to promote effective adoption and optimal use of the ServiceNow platform. Serves as a liaison between technical groups, clients, vendors, and key stakeholders to support and optimize the ServiceNow platform and related integrations. Conducts analysis of ServiceNow application design, including workflow configuration, module optimization, and implementation planning to maximize platform value. Independently manages assigned ServiceNow projects and enhancements, ensuring timely delivery and adherence to departmental standards and governance. Plans and leads requirements gathering, business process analysis, and detailed design sessions, translating operational needs into effective ServiceNow solutions. Configures and maintains ServiceNow applications (e.g., ITSM, ITOM, HRSD, CMDB, or other modules as applicable), including forms, workflows, business rules, reports, and dashboards. Assists with troubleshooting, root cause analysis, and resolution of ServiceNow incidents and system issues, providing clear status updates to stakeholders. Develops and maintains supporting documentation, including technical specifications, configuration documentation, knowledge articles, and status reports. Adheres to the change management process, ensuring appropriate documentation, communication, testing, contingency planning, and post-implementation review. Serves as a subject matter resource for ServiceNow support and assists with new module implementations, upgrades, and platform enhancements. Promotes platform governance, best practices, and continuous improvement while safeguarding confidential information and working effectively within a matrixed, bimodal environment. What We Require: Education: High school degree required. Associates/Bachelor's degree in computer science, information systems, healthcare, business, or equivalent experience required. Experience: Minimum of three years of related experience. Licensure/Certification: 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. 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: 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 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 In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.