Remote Lead IT Analyst for ServiceNow AI & Knowledge

Sentara Health; Indiana; 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 in Norfolk, VA is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and governance. This fully remote role collaborates with IT, security, and business stakeholders to optimize AI-driven support and service delivery.

You will mentor teammates, manage tickets, ensure content quality, and contribute to enterprise IT programs. A ServiceNow certification and IT experience with AI capabilities are preferred to join a mission-driven health system.

Qualifications

• Experience using the ServiceNow platform.
• Active ServiceNow certification (CSA / CAD / CIS or other).
• Strong organizational and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work collaboratively.
• 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 for AI tools.
• Ensure information is accurate, searchable, and AI-friendly.
• Partner with ServiceNow admins, developers, and stakeholders to improve knowledge processes.
• 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 efficiency.
• Mentor teammates and drive project deliverables to completion.
• Work independently and with IT teams on enterprise initiatives.

Skills

ServiceNow certification

ServiceNow platform

Communication skills

Organizational skills

Problem solving

Leadership / mentoring

Education

High School Diploma or GED

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

Tools

ServiceNow

Job description

Sentara Health in Norfolk, VA is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and governance. This fully remote role collaborates with IT, security, and business stakeholders to optimize AI-driven support and service delivery.

You will mentor teammates, manage tickets, ensure content quality, and contribute to enterprise IT programs. A ServiceNow certification and IT experience with AI capabilities are preferred to join a mission-driven health system.