About The Company
Sentara Health is a leading integrated healthcare organization dedicated to providing exceptional patient care and innovative health solutions. With a strong emphasis on community health, technological advancement, and employee development, Sentara continuously strives to improve health outcomes and enhance the quality of life for the communities it serves. Recognized for its commitment to excellence and inclusivity, Sentara offers a collaborative environment where healthcare professionals can thrive and make a meaningful impact.
About The Role
Sentara Health is seeking a highly skilled Lead IT Analyst to join its dynamic team. This fully remote position offers an exciting opportunity to work within a forward-thinking organization that leverages cutting-edge technologies to optimize healthcare delivery. The successful candidate will be responsible for supporting, enhancing, and maintaining enterprise software applications with a focus on ServiceNow AI solutions.
This role involves collaborating with cross-functional teams to develop AI-driven support capabilities, manage workflows, and ensure that automation processes are efficient, accurate, and aligned with organizational goals. The Lead IT Analyst will also serve as a subject matter expert, guiding junior staff and influencing strategic technology initiatives across the enterprise.
Qualifications The ideal candidate will possess a combination of education, certifications, and experience that demonstrates their capability to excel in this role. A high school diploma or GED is required, with an associate's or bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or related fields preferred.
Active
ServiceNow certifications such as CSA, CAD, or CIS are mandatory. Candidates should have at least three years of hands-on ServiceNow experience, including ticket management, platform administration, and workflow support, or five years of general IT experience with demonstrated ServiceNow utilization. Strong organizational, analytical, and communication skills are essential, along with the ability to manage multiple priorities independently and collaboratively.
Responsibilities
Support the implementation and adoption of ServiceNow AI solutions, ensuring seamless integration and functionality.
Develop, organize, and maintain knowledge content used by ServiceNow AI tools to facilitate accurate and efficient responses.
Validate and test AI-generated responses, providing feedback for continuous improvement.
Partner with ServiceNow administrators, developers, and stakeholders to optimize knowledge management processes and content quality.
Analyze support trends and ServiceNow tickets to identify content gaps and recommend enhancements.
Assist in testing and validating AI-driven features to ensure they meet operational and user requirements.
Mentor and guide team members, fostering a collaborative environment that encourages professional growth.
Lead workflow assessments, system testing, and project planning related to software releases and updates.
Provide day-to-day support for enterprise applications, troubleshooting issues, and implementing system upgrades.
Coordinate incident, problem, and change management processes to maintain system stability and performance.
Support process improvement initiatives and contribute to strategic technology planning within the organization.
Benefits
Sentara Health offers a comprehensive benefits package designed to support the well-being of its employees and their families.
Benefits include medical, dental, and vision insurance plans, along with life and disability coverage. The organization provides a 401(k)/403(b) retirement plan with employer matching contributions, paid time off for vacation, sick leave, and holidays, as well as paid parental and family caregiver leave. Additional perks include emergency backup care, tuition assistance up to $5,250 annually, student debt repayment of up to $10,000, pet insurance, legal resources, and access to voluntary benefits.
Sentara also offers educational opportunities through discounted programs and ongoing professional development initiatives, fostering career growth and stability.
Equal Opportunity
Sentara Health is an equal opportunity employer committed to fostering a diverse and inclusive workforce. The organization values and respects individual differences and strives to create an environment where all employees can thrive regardless of race, gender, age, disability, sexual orientation, or background. Sentara believes that diversity enhances innovation and improves patient care, and actively promotes equitable employment practices.
In support of its mission to improve health every day, Sentara maintains a tobacco-free environment and encourages applications from qualified candidates across all communities.