ServiceNow Application Analyst III

Requisition Number

R156658 Service Now Application Analyst III (Open)

Full time

Day (United States of America)

451 Kimball Ave NE - Roanoke

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 Service Now Application Analyst III is responsible for the analysis, design, configuration, implementation, and support of Service Now applications with a strong emphasis on the Strategic Portfolio Management (SPM) suite. This role partners closely with business stakeholders, technical teams, and vendors to ensure solutions meet organizational goals, adhere to governance, and maximize platform value. The analyst will contribute to platform enhancements, troubleshoot complex issues, deliver training, and drive adoption of Service Now best practices across the enterprise.

• Application Analysis & Solution Design – performs advanced analysis of Service Now applications—including SPM, ITSM, and related modules—to design scalable solutions that align with business strategy, plan implementations, evaluate enhancement opportunities, and ensure optimal adoption of SPM capabilities (e.g., Demand, Project, Portfolio, Resource Management).
• Configuration & Development Support – maintains expert knowledge of assigned Service Now applications and configuration tools, performs configuration, workflow updates, form/table design, reporting, and dashboards, assists with resolution of complex platform issues and provides timely updates to stakeholders.
• Project & Portfolio Delivery – independently manages assigned Service Now 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, leverages 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 Service Now 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 Service Now 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…