Remote Lead IT Analyst: ServiceNow AI & Knowledge

Sentara Health; Virginia Beach (VA); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401(k) with employer match

Paid Time Off

Job summary

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and knowledge content management. The role focuses on improving AI-driven experiences and collaboration with IT teams across the enterprise.

The position requires ServiceNow experience, strong communication, and the ability to mentor teammates while delivering projects on time. Remote opportunities are available across several states.

Qualifications

• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support.
• 5 years of general Information Technology experience with hands-on ServiceNow in a professional environment may be considered.

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 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 that improve user experience, content quality, and operational efficiency.
• Mentor teammates while helping drive project deliverables to completion.
• Work independently and across IT teams to support enterprise initiatives.

Skills

ServiceNow platform

Strong communication

Leadership / mentoring

Education

High School Diploma or GED

Associate's or Bachelor's degree in IT/Healthcare Informatics/Business Information Systems

Tools

ServiceNow

Job description

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives and knowledge content management. The role focuses on improving AI-driven experiences and collaboration with IT teams across the enterprise.

The position requires ServiceNow experience, strong communication, and the ability to mentor teammates while delivering projects on time. Remote opportunities are available across several states.