Lead IT Analyst — ServiceNow AI & Knowledge (Remote)

Sentara Health; Ohio; Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k/403B with employer match

Paid Time Off

Educational assistance

Student debt pay down

Parental leave

Life Insurance

Disability plans

Job summary

Sentara Health is hiring a Lead IT Analyst to support the ServiceNow AI strategy and knowledge management across a remote-capable team. The role requires ServiceNow certification and hands-on experience, with opportunities to mentor others and influence enterprise AI initiatives.

You will collaborate with IT, service delivery, and business stakeholders to implement AI-enabled knowledge content and ensure accuracy, performance, and user satisfaction in a remote environment.

Qualifications

• Active ServiceNow certification required.
• 3 years of ServiceNow experience preferred (ticket mgmt, platform use, admin support, reporting, workflow).
• 5 years IT experience with hands-on ServiceNow use may be considered.

Responsibilities

• Support the implementation and adoption of ServiceNow AI solutions.
• Develop, organize, and validate knowledge content for ServiceNow AI tools.
• Ensure information is accurate, searchable, and AI-ready.
• Partner with ServiceNow admins, developers, and stakeholders to improve knowledge management.
• Analyze tickets and trends to identify content gaps and improvements.
• Assist testing AI-generated responses and recommendations.
• Recommend enhancements to UX and efficiency.
• Mentor teammates and drive project deliverables to completion.
• Work independently and with IT teams on enterprise initiatives.

Skills

ServiceNow platform

Communication skills

Organizational skills

Problem-solving

Independence

Leadership

Education

High School Diploma or GED

Associate's or Bachelor's degree in IT/related field

Tools

ServiceNow CSA/CAD/CIS

Job description

Sentara Health is hiring a Lead IT Analyst to support the ServiceNow AI strategy and knowledge management across a remote-capable team. The role requires ServiceNow certification and hands-on experience, with opportunities to mentor others and influence enterprise AI initiatives.

You will collaborate with IT, service delivery, and business stakeholders to implement AI-enabled knowledge content and ensure accuracy, performance, and user satisfaction in a remote environment.