[Remote] Lead IT Analyst - Remote

Note: The job is a remote job and is open to candidates in USA. Sentara Health is seeking a Lead IT Analyst to support enterprise ServiceNow AI implementations and optimization. The role focuses on developing and maintaining AI knowledge content, validating AI-generated responses, analyzing ServiceNow trends, improving self-service capabilities, and mentoring teammates across IT initiatives.

Responsibilities

• Support the implementation and adoption of ServiceNow AI solutions
• Develop, organize, maintain, and validate knowledge content utilized by ServiceNow AI tools
• Ensure information is accurate, searchable, and optimized for AI-driven experiences
• Partner with ServiceNow administrators, developers, and business stakeholders to improve knowledge management processes
• Analyze ServiceNow tickets and support trends to identify content gaps and improvement opportunities
• Assist with testing and validating AI-generated responses and recommendations
• Recommend enhancements that improve user experience, content quality, and operational efficiency
• Mentor and guide teammates while helping drive project deliverables to completion
• Work independently and collaboratively across IT teams to support enterprise initiatives

Skills

• High School Diploma or GED
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification)
• Experience using the ServiceNow platform
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification)
• Strong organizational and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and work effectively in a collaborative environment
• Ability to lead initiatives and drive work to completion through influence and partnership
• Experience working with ServiceNow tickets and workflows
• Experience working independently with minimal supervision
• Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders
• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field
• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions
• Experience with ServiceNow AI capabilities or AI-enabled service management solutions
• Healthcare industry experience within a hospital, health system, health plan, or related healthcare organization
• Knowledge management experience
• Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow
• Experience supporting enterprise IT service management environments

Benefits

• This position is fully remote.
• Medical, dental, vision, life and disability insurance
• 401(k)/403(b) with employer match
• Paid time off (vacation, sick time, and holidays)
• Paid parental and military leave
• Educational assistance or student loan repayment
• Voluntary benefits
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

Company Overview

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