Remote Lead IT Analyst - ServiceNow AI & Knowledge

Sentara Health; Portland (ME); 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 or student loan

Job summary

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives remotely within the United States. The role emphasizes knowledge management, content validation, and collaboration with cross-functional IT teams.

Required hands-on ServiceNow experience and active certification, with 3 years in ServiceNow and 5 years general IT. The position offers a comprehensive benefits package and a salary range of $99,320 to $159,515.20 annually.

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 exposure may be considered.
• Active ServiceNow certification (CSA, CAD, CIS, or other) is required.
• Strong organizational and problem‑solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and collaborate across teams.

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 processes.
• Analyze ServiceNow tickets and trends to identify content gaps and improvement opportunities.
• Assist with testing and validating AI-generated responses and recommendations.
• Mentor teammates and drive project deliverables to completion.
• Work independently and across IT teams to support enterprise initiatives.

Skills

ServiceNow experience

Organizational skills

Written & verbal comms

Problem-solving

Education

High School Diploma or GED

Associate's or Bachelor's in IT/Healthcare Informatics

Tools

ServiceNow platform

Job description

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives remotely within the United States. The role emphasizes knowledge management, content validation, and collaboration with cross-functional IT teams.

Required hands-on ServiceNow experience and active certification, with 3 years in ServiceNow and 5 years general IT. The position offers a comprehensive benefits package and a salary range of $99,320 to $159,515.20 annually.