Lead IT Analyst - Remote
Sentara Health
Summary
Sentara is seeking a ServiceNow AI Specialist to support the implementation and optimization of ServiceNow AI solutions across the enterprise. This role will work closely with the ServiceNow team to develop, validate, organize, and maintain AI skills and content that power AI-driven support capabilities for internal IT customers.
Job description
The Lead IT Analyst is responsible for the support, optimization, and enhancement of software applications, ensuring efficient system performance and integration with business and clinical operations. This role involves evaluating software releases, analyzing business needs, troubleshooting application issues, and recommending solutions to improve processes and reduce costs.
Key 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.
Required Qualifications
- 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.
Preferred Qualifications
- 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.
Requirements
- High School Diploma or GED (Required)
- Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
- 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is strongly preferred.
- OR 5 years of general Information Technology experience with demonstrated hands-on experience using ServiceNow in a professional environment may be considered.
- Experience using the ServiceNow platform.
- 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.
Benefits
- Medical, Dental & Vision
- Adoption, Fertility & Surrogacy Reimbursement
- Paid Time Off and Sick Leave
- Paid Parental & Family Caregiver Leave
- Emergency Backup Care
- Long-Term & Short-Term Disability
- Critical Illness Plans
- Life Insurance
- 401k/403B with Employer Match
- Tuition Assistance
- Student Debt Pay Down
- Pet Insurance
- Legal Resources Plan
- Annual Discretionary Bonus
Company overview
Sentara Health is a leading not-for-profit integrated healthcare delivery system serving Virginia, northeastern North Carolina, and Florida. Founded in 1888 and headquartered in Hampton Roads, Virginia, Sentara operates 12 acute care hospitals across its service area, with 10 hospitals holding prestigious Magnet® recognition for nursing excellence. The organization employs approximately 34,000 healthcare professionals and serves over 1 million health plan members through its Sentara Health Plans division. As one of the top 20 largest not-for-profit integrated health systems in the United States, Sentara is nationally recognized for clinical quality, safety, and innovation. The system has received numerous accolades including Health Quality Innovator of the Year (2024), Forbes' "America's Best-In-State Employer" (2024), and inclusion in IBM Watson Health's "Top 15 Health Systems." Sentara's comprehensive services span hospital care, outpatient facilities, home health, hospice services, and specialized programs like the Nightingale air ambulance service, which has completed over 20,000 missions since 1982.