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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