Remote Lead IT Analyst: ServiceNow AI & Knowledge Mgmt

Sentara Health; Montgomery (AL); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)/403(b) match

Paid Time Off

Educational assistance

Student debt pay down

Job summary

Sentara Health in the United States is hiring a Lead IT Analyst for a fully remote role. The position supports ServiceNow AI solutions and requires collaboration across IT teams to enhance knowledge management and user experiences.

Requirements include 3 years of ServiceNow experience with ticket management, a current ServiceNow certification, and 5 years of IT experience. The base pay ranges from $99,320 to $159,515 per year, with additional compensation potential based on qualifications and

Qualifications

• 3 years of ServiceNow experience including ticket management and platform utilization.
• 5 years of general IT experience with hands-on ServiceNow in a professional environment.
• Active ServiceNow certification (CSA/CAD/CIS or equivalent) required.

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.
• Collaborate with ServiceNow admins, developers, and stakeholders to improve knowledge management.
• Analyze ServiceNow tickets and 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 helping drive project deliverables to completion.

Skills

ServiceNow experience

Ticket management

Platform utilization

Reporting

Workflow support

Education

High School Diploma

Associate or Bachelor’s in IT/Healthcare Informatics

Tools

ServiceNow CSA/CAD/CIS certification

Job description

Sentara Health in the United States is hiring a Lead IT Analyst for a fully remote role. The position supports ServiceNow AI solutions and requires collaboration across IT teams to enhance knowledge management and user experiences.

Requirements include 3 years of ServiceNow experience with ticket management, a current ServiceNow certification, and 5 years of IT experience. The base pay ranges from $99,320 to $159,515 per year, with additional compensation potential based on qualifications and