ServiceNow Application Analyst II

Carilion Clinic

21h•Hybrid

About The Position

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.

Requirements

High school degree required.
Associates/Bachelor's degree in computer science, information systems, healthcare, business, or equivalent experience required.
Minimum of three years of related experience.
Valid Virginia drivers' license required.
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.

Nice To Haves

Vendor and/or industry certifications/proficiencies as determined by management.

Responsibilities

Performing application system analysis, design, and configuration to support organizational needs
Collaborating with stakeholders to gather and document requirements
Developing functional and technical specifications
Configuring and maintaining ServiceNow modules, workflows, forms, integrations, and related components
Leading and supporting testing activities
Coordinating system implementations and enhancements
Ensuring thorough documentation of system design and processes
Providing ongoing application support through troubleshooting, root cause analysis, and issue resolution
Supporting reporting and dashboard development
Delivering end-user training to promote effective adoption and optimal use of the ServiceNow platform
Serving as a liaison between technical groups, clients, vendors, and key stakeholders to support and optimize the ServiceNow platform and related integrations
Conducting analysis of ServiceNow application design, including workflow configuration, module optimization, and implementation planning to maximize platform value
Independently managing assigned ServiceNow projects and enhancements, ensuring timely delivery and adherence to departmental standards and governance
Planning and leading requirements gathering, business process analysis, and detailed design sessions, translating operational needs into effective ServiceNow solutions
Configuring and maintaining ServiceNow applications (e.g., ITSM, ITOM, HRSD, CMDB, or other modules as applicable), including forms, workflows, business rules, reports, and dashboards
Assisting with troubleshooting, root cause analysis, and resolution of ServiceNow incidents and system issues, providing clear status updates to stakeholders
Developing and maintaining supporting documentation, including technical specifications, configuration documentation, knowledge articles, and status reports
Adhering to the change management process, ensuring appropriate documentation, communication, testing, contingency planning, and post-implementation review
Serving as a subject matter resource for ServiceNow support and assists with new module implementations, upgrades, and platform enhancements
Promoting platform governance, best practices, and continuous improvement while safeguarding confidential information and working effectively within a matrixed, bimodal environment