Lead IT Analyst - Remote

Sentara Health; Manchester (NH); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401k/403B with employer match

Paid Time Off

Job summary

Sentara Health is seeking a Lead IT Analyst to join its ServiceNow AI initiatives in a fully remote role. The position focuses on implementing and optimizing AI-powered support across the enterprise, with opportunity to advance in a cutting-edge healthcare IT environment.

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

Qualifications

• Experience using the ServiceNow platform.
• Active ServiceNow certification (CSA, CAD, CIS or similar).
• Strong organizational and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to lead initiatives and drive work to completion.

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.
• Collaborate with ServiceNow admins, developers, and stakeholders to improve knowledge management.
• Analyze ServiceNow tickets and support trends to identify content gaps and improvements.
• Assist with testing and validating AI-generated responses and recommendations.
• Recommend enhancements to improve user experience and efficiency.
• Mentor teammates while driving project deliverables to completion.
• Work independently and with IT teams to support enterprise initiatives.

Skills

ServiceNow platform

Ticket management

Knowledge management

Analytical skills

Communication skills

Mentoring

Independence

Education

High School Diploma

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

Tools

ServiceNow CSA/CAD/CIS

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. 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. The ideal candidate has hands-on ServiceNow experience, strong analytical and communication skills, and the ability to work independently while influencing and guiding others. This position is instrumental in ensuring that automation and self-service from ServiceNow’s platform is accurate, discoverable, and effective in supporting AI-enabled IT service delivery. This is an excellent opportunity for internal candidates, citizen developers, reporting specialists, or IT professionals looking to grow their careers within the ServiceNow platform and AI ecosystem.

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 one of the following requirements: 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.

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.

Why Join Sentara?

Opportunity to join and grow within the ServiceNow team. Exposure to emerging AI technologies and enterprise-wide implementations. Ability to contribute to strategic initiatives impacting all Sentara employees. Career growth opportunity for internal candidates seeking to expand their technical expertise in ServiceNow and AI solutions.

Talroo‑IT

We provide market‑competitive compensation packages, inclusive of base pay, incentives, and benefits. 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.

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.

Benefits: Caring For Your Family and Your Career

• 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
• 401k/403B 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
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

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.

In support of our mission “to improve health every day,” this is a tobacco‑free environment. For positions that are available as remote work, Sentara Health employs associates 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, West Virginia, Wisconsin, and Wyoming.