Lead IT Analyst — ServiceNow AI Specialist (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

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.