ServiceNow Supervisor
$89,232–$142,771 year
RemoteUnited States
Job Summary
Lead ServiceNow platform operations by overseeing configuration, development, integration, and support across ITSM, ITOM, SPM, CMDB, HRSD, and Knowledge Management modules. Review and approve development work to ensure quality standards, manage CAB participation for change approvals, and leverage dashboards to monitor performance and drive continuous improvement. Serve as the escalation point for Severity 1 incidents, ensuring SLAs and ITIL metrics are consistently achieved. Lead a team of analysts and developers by managing workload distribution, resource allocation, and project execution while conducting bi-monthly one-on-ones to support professional growth. This role requires 5–8 years of hands-on ServiceNow experience and a Bachelor's degree. Full-time day shift with preferred onsite or hybrid work in Virginia or select southern states. Compensation ranges from $89,232 to $142,771.
Required Qualifications
- Bachelor's degree
- 4 years of relevant experience may be considered in lieu of a bachelor's degree
- Minimum of 3 years IT experience
- ITIL Foundation Certification
- Must be analytical
- Must be dependable
- Must be detail oriented
- Must possess strong interpersonal skills
- Must possess strong written and oral skills
- Must demonstrate solid leadership skills
- Must demonstrate solid presentation skills
- Must be self-initiated
- Must have excellent problem-solving skills
- Must be customer service oriented
- Must possess advanced analytical skills
- Must possess knowledge of IT operations
- Must possess knowledge of client service environment
Desired Qualifications
- 5–8 years of hands-on ServiceNow platform experience
- technical expertise across ITSM, ITOM, SPM, CMDB, HRSD, and Knowledge Management modules
- strong platform governance experience
- development oversight capabilities
- passion for building high-performing technical teams
- drive ServiceNow platform excellence
- ensure ITIL-aligned service delivery
- optimize workflows and integrations across the enterprise
- 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
- 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
- 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
- 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
- Champion a customer-first service mindset, ensuring high-quality support and operational excellence
- Promote organizational mission, values, and ethical standards across all team interactions
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.