Lead IT Analyst - Remote

Sentara Health

Indianapolis (IN)

Remote

USD 99,000 - 160,000

Full time

9 days ago

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Benefits offered by this job

Medical, Dental, Vision plans

401(k) with employer match

Paid Time Off and Holidays

Tuition Assistance & Student Debt Pay

Parental leave & family care support

Job summary

Sentara Health is hiring a Lead IT Analyst to support ServiceNow AI initiatives. This fully remote role requires leading content and knowledge management efforts, ensuring accurate and searchable AI-driven information, and partnering with admins, developers, and stakeholders across IT.

The candidate should have 3 years of ServiceNow experience, 5 years in IT, and an active certification. Strong communication and leadership skills are essential for driving projects to completion.

Qualifications

3 years of ServiceNow experience including ticket management, platform utilization, reporting or workflow support.
5 years of general IT experience; hands-on ServiceNow in a professional setting preferred.
Active ServiceNow certifications (CSA/CAD/CIS or similar) required.
Strong organization, problem solving and communication skills.

Responsibilities

Support the implementation and adoption of ServiceNow AI solutions.
Develop, organize, maintain, and validate knowledge content used by ServiceNow AI tools.
Ensure information is accurate, searchable, and optimized for AI-driven experiences.
Partner with ServiceNow admins, developers, and stakeholders to improve knowledge mgmt.
Analyze tickets and trends to identify content gaps and improvements.
Assist with testing and validating AI-generated responses and recommendations.
Recommend enhancements to improve UX, content quality, and ops efficiency.
Mentor teammates and drive project deliverables to completion.
Work independently and with IT teams to support enterprise initiatives.

Skills

ServiceNow experience

Ticket management

Leadership

Organization & problem solving

Strong written and verbal comms

Education

High School Diploma or GED

Associate's or Bachelor's in IT/CS/Healthcare Informatics

Tools

ServiceNow

Job description

City/State

Norfolk, VA

Work Shift

First (Days)

Overview

Sentara is hiring a Lead IT Analyst. This position is fully remote. Work Location: Remote opportunities are available in the following states:

Alabama
Delaware
Florida
Georgia
Idaho
Indiana
Kansas
Louisiana
Maine
Maryland
Minnesota
Nebraska
Nevada
New Hampshire
North Carolina
North Dakota
Ohio
Oklahoma
Pennsylvania
South Carolina
South Dakota
Tennessee
Texas
Utah
Virginia
Washington (state)
West Virginia
Wisconsin
Wyoming

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.

Education

High School Diploma or GED (Required)
Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field (Preferred)

Certification / Licensure

Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)

Experience

Candidates must meet

3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is strongly preferred.
5 years of general Information Technology experience with demonstrated hands-on experience using ServiceNow in a professional environment may be considered.

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.
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.

Compensation

The base pay range for full-time employment is $99,320.00 - $159,515.20 annually.

Additional compensation may be available for this role, such as shift differentials, on-call pay, shift premiums, extra-shift incentives, or bonus opportunities. Compensation within the range may vary based on qualifications, experience, location, market conditions, and business needs. Note: If an annual salary is posted, it is based on a full-time colleague working 2,080 hours annually.

Benefits

Sentara offers a comprehensive benefits package, including 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; and voluntary benefits.

Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401(k)/403(b) with Employer Match
Tuition Assistance - $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down - $10,000
Pet Insurance
Legal Resources Plan

Equal Opportunity

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

Remote Location States for Sentara Health