Remote Lead IT Analyst: ServiceNow AI Specialist

Sentara Health; Indianapolis (IN); 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 and Holidays

Tuition Assistance & Student Debt Pay

Parental leave & family care support

Job summary

Sentara Health is hiring a Lead IT Analyst to support ServiceNow AI initiatives. This fully remote role requires leading content and knowledge management efforts, ensuring accurate and searchable AI-driven information, and partnering with admins, developers, and stakeholders across IT.

The candidate should have 3 years of ServiceNow experience, 5 years in IT, and an active certification. Strong communication and leadership skills are essential for driving projects to completion.

Qualifications

• 3 years of ServiceNow experience including ticket management, platform utilization, reporting or workflow support.
• 5 years of general IT experience; hands-on ServiceNow in a professional setting preferred.
• Active ServiceNow certifications (CSA/CAD/CIS or similar) required.
• Strong organization, problem solving and communication skills.

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 mgmt.
• 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 ops efficiency.
• Mentor teammates and drive project deliverables to completion.
• Work independently and with IT teams to support enterprise initiatives.

Skills

ServiceNow experience

Ticket management

Leadership

Organization & problem solving

Strong written and verbal comms

Education

High School Diploma or GED

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

Tools

ServiceNow

Job description

Sentara Health is hiring a Lead IT Analyst to support ServiceNow AI initiatives. This fully remote role requires leading content and knowledge management efforts, ensuring accurate and searchable AI-driven information, and partnering with admins, developers, and stakeholders across IT.

The candidate should have 3 years of ServiceNow experience, 5 years in IT, and an active certification. Strong communication and leadership skills are essential for driving projects to completion.