Remote ServiceNow AI Lead and Knowledge Champion

Sentara Health; Atlanta (GA); 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

Job summary

Sentara Health is seeking a Lead IT Analyst to join our remote-friendly IT team. You will support the implementation and adoption of ServiceNow AI solutions, manage knowledge content, and collaborate with admins, developers, and stakeholders to improve AI-driven experiences.

The role requires 3 years of ServiceNow experience (or equivalent), active ServiceNow certification, and strong organizational and communication skills to drive initiatives and deliverables.

Qualifications

• Experience using the ServiceNow platform.
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification).
• Strong organizational and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a collaborative environment.
• 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 utilized by ServiceNow AI tools.
• Ensure information is accurate, searchable, and optimized for AI-driven experiences.
• Partner with ServiceNow administrators, 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 and guide teammates while helping drive project deliverables to completion.
• Work independently and collaboratively across IT teams to support enterprise initiatives.

Skills

ServiceNow experience

Strong communication

Problem-solving

Leadership/Influence

Time management

Education

High School Diploma or GED

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

Tools

ServiceNow

Job description

Sentara Health is seeking a Lead IT Analyst to join our remote-friendly IT team. You will support the implementation and adoption of ServiceNow AI solutions, manage knowledge content, and collaborate with admins, developers, and stakeholders to improve AI-driven experiences.

The role requires 3 years of ServiceNow experience (or equivalent), active ServiceNow certification, and strong organizational and communication skills to drive initiatives and deliverables.