IT Analyst - Remote

Wiraa; United States; Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Parental leave

401(k) retirement plan

Job summary

Sentara Health is seeking a Lead IT Analyst with ServiceNow AI Specialist expertise to drive AI-driven support across the enterprise. This fully remote role collaborates with the ServiceNow team to develop, organize, and maintain AI skills and content powering self-service for internal IT customers.

The ideal candidate has hands-on ServiceNow experience, strong analytical and communication skills, and the ability to work independently while guiding others in a fast-paced environment.

Qualifications

• High School Diploma or GED (Required)
• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or related field (Preferred)
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
• Minimum of 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related functions (Preferred)
• Alternatively, 5 years of general Information Technology experience with demonstrated hands-on ServiceNow use (Considered)
• Strong organizational and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work collaboratively
• Experience with ServiceNow AI capabilities or AI-enabled service management solutions (Preferred)
• Healthcare industry experience within hospitals, health systems, health plans, or related organizations (Preferred)
• Knowledge management experience (Preferred)
• Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow (Preferred)
• Experience supporting enterprise IT service management environments (Preferred)
• Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders
• Ability to work independently with minimal supervision

Responsibilities

• Support the implementation and adoption of ServiceNow AI solutions across the enterprise
• 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 to improve user experience, content quality, and operational efficiency
• Conduct workflow assessments to identify functional requirements for optimal application utilization
• Collaborate with business and clinical stakeholders to align technology solutions with operational needs
• Provide recommendations for process improvements and cost reduction strategies
• Support testing and quality assurance for software applications
• Manage incident, problem, and change management processes related to service requests and change control
• Coordinate project planning and implementation for software application releases
• Serve as a subject matter expert (SME) and provide guidance and training to lower-level analysts
• Lead process improvement initiatives within the IT department
• Provide day-to-day support and maintenance for enterprise software applications including builds, upgrades, and system enhancements
• Troubleshoot application-related issues ensuring timely resolution and minimal disruption
• Work independently and collaboratively across IT teams to support enterprise initiatives

Skills

ServiceNow experience

AI capabilities

Analytical skills

Communication skills

Problem-solving

Independent work

Education

High School Diploma or GED

IT/CS/Healthcare Informatics or related degree

ServiceNow certification (CSA/CAD/CIS)

Job description

About The Company

Sentara Health is a leading healthcare organization dedicated to improving health every day. With a workforce of nearly 30,000 members, Sentara prides itself on fostering a diverse, inclusive, and collaborative environment that reflects the communities it serves. The organization is committed to leveraging innovative technologies and strategic initiatives to enhance healthcare delivery and operational excellence. Sentara offers comprehensive benefits and career growth opportunities, supporting employees both professionally and personally.

About The Company

Sentara Health is a leading healthcare organization dedicated to improving health every day. With a workforce of nearly 30,000 members, Sentara prides itself on fostering a diverse, inclusive, and collaborative environment that reflects the communities it serves. The organization is committed to leveraging innovative technologies and strategic initiatives to enhance healthcare delivery and operational excellence. Sentara offers comprehensive benefits and career growth opportunities, supporting employees both professionally and personally.

About The Role

Sentara is seeking a Lead IT Analyst with specialized expertise as a ServiceNow AI Specialist to support the implementation and optimization of ServiceNow AI solutions across the enterprise. This fully remote position involves working 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. The Lead IT Analyst plays a critical role in ensuring automation and self-service from the ServiceNow platform is accurate, discoverable, and effective in supporting AI-enabled IT service delivery.

The ideal candidate will have hands-on ServiceNow experience, strong analytical and communication skills, and the ability to work independently while influencing and guiding others. This role includes responsibilities such as software application support, optimization, workflow assessment, system testing, and project coordination. The Lead IT Analyst will also provide on-call application support and collaborate with cross-functional teams to align technology solutions with organizational goals. This position is ideal for an experienced IT professional focused on application support, process optimization, and strategic technology leadership.

Qualifications

• High School Diploma or GED (Required)
• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or related field (Preferred)
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
• Minimum of 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related functions (Preferred)
• Alternatively, 5 years of general Information Technology experience with demonstrated hands-on ServiceNow use (Considered)
• Strong organizational and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work collaboratively
• Experience with ServiceNow AI capabilities or AI-enabled service management solutions (Preferred)
• Healthcare industry experience within hospitals, health systems, health plans, or related organizations (Preferred)
• Knowledge management experience (Preferred)
• Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow (Preferred)
• Experience supporting enterprise IT service management environments (Preferred)
• Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders
• Ability to work independently with minimal supervision

Responsibilities

• Support the implementation and adoption of ServiceNow AI solutions across the enterprise
• 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 to improve user experience, content quality, and operational efficiency
• Conduct workflow assessments to identify functional requirements for optimal application utilization
• Collaborate with business and clinical stakeholders to align technology solutions with operational needs
• Provide recommendations for process improvements and cost reduction strategies
• Support testing and quality assurance for software applications
• Manage incident, problem, and change management processes related to service requests and change control
• Coordinate project planning and implementation for software application releases
• Serve as a subject matter expert (SME) and provide guidance and training to lower-level analysts
• Lead process improvement initiatives within the IT department
• Provide day-to-day support and maintenance for enterprise software applications including builds, upgrades, and system enhancements
• Troubleshoot application-related issues ensuring timely resolution and minimal disruption
• Work independently and collaboratively across IT teams to support enterprise initiatives

Benefits

• Comprehensive medical, dental, and vision insurance plans
• Adoption, fertility, and surrogacy reimbursement up to $10,000
• Paid time off including vacation, sick leave, and holidays
• Paid parental and family caregiver leave
• Emergency backup care services
• Long-term, short-term disability, and critical illness insurance plans
• Life insurance coverage
• 401(k)/403(b) retirement plans with employer match
• Tuition assistance up to $5,250 per year and discounted educational opportunities through Guild Education
• Student debt repayment assistance up to $10,000
• Pet insurance and legal resources plan
• Opportunity to earn an annual discretionary bonus based on eligibility
• Competitive base salary range of $99,320 to $159,515 annually, with additional compensation such as shift differentials and bonuses

Equal Opportunity

Sentara Health is an equal opportunity employer committed to diversity, inclusion, and belonging in the workplace. The organization ensures that its workforce reflects the diverse communities it serves and fosters an environment where all employees are valued and respected. Sentara prohibits discrimination and harassment of any kind and provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic in accordance with applicable law.