Remote Lead IT Analyst - ServiceNow & AI Knowledge

Sentara Health; Muncie (IN); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401(k)/403(b) with employer match

Paid Time Off and Holidays

Educational assistance

Student Debt Pay Down

Life Insurance

Disability insurance

Job summary

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and knowledge management. The role is fully remote with opportunities across multiple states, including Indiana.

You will guide content that powers AI-driven experiences and collaborate with admins, developers, and business stakeholders on knowledge content and process improvements. Required: ServiceNow certification and several years of IT experience with strong communication and leadership abilities.

Qualifications

• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support or related functions.
• 5 years of general IT experience with hands-on ServiceNow usage may be considered.
• Active ServiceNow certification (CSA, CAD, CIS or other).
• Experience using the ServiceNow platform.
• 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 through influence and partnership.

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 management.
• 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 driving project deliverables to completion.
• Work independently and with IT teams to support enterprise initiatives.

Skills

ServiceNow experience

Organizational skills

Problem solving

Written communication

Verbal communication

Prioritization

Leadership ability

Education

Associate/Bachelor IT CS Healthcare Informatics

Tools

ServiceNow

Job description

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and knowledge management. The role is fully remote with opportunities across multiple states, including Indiana.

You will guide content that powers AI-driven experiences and collaborate with admins, developers, and business stakeholders on knowledge content and process improvements. Required: ServiceNow certification and several years of IT experience with strong communication and leadership abilities.