Permanent/Direct Hire Position (No Sponsorship/No C2C)
Remote position but must live in one of the following approved states:
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: 5–8 years of hands-on ServiceNow platform experience with technical expertise across ITSM, ITOM, SPM, CMDB, HRSD, and Knowledge Management modules; and Minimum of 3 years of experience as a Manager, Supervisor, or Lead ServiceNow 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.
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