Remote ServiceNow AI Lead IT Analyst

Sentara Health; Athens (GA); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401k/403B with Employer Match

Paid Time Off

Job summary

Sentara Health is seeking a Lead IT Analyst to support, optimize, and enhance enterprise software applications with a focus on ServiceNow AI capabilities. You will lead knowledge management, coordinate with cross-functional teams, and guide junior staff in applying best practices.

This remote role offers opportunities to influence AI-enabled IT service delivery across the organization. The position requires hands-on ServiceNow experience, strong analytical and communication skills, and the

Qualifications

• Must have hands-on ServiceNow experience including ticket management, platform utilization, administration support, and reporting.
• Active ServiceNow certification (CSA, CAD, CIS, or other) is required.
• Strong organizational and problem-solving skills; ability to manage multiple priorities.
• Excellent written and verbal communication; ability to influence and collaborate.

Responsibilities

• Support the implementation and adoption of ServiceNow AI solutions.
• Develop, organize, maintain, and validate knowledge content for 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 tickets and trends to identify content gaps and improvements.
• Assist with testing and validation of AI-generated responses and recommendations.
• Mentor teammates and drive project deliverables to completion.
• Work independently and with IT teams to support enterprise initiatives.
• Coordinate incident, problem and change management relating to service requests.

Skills

ServiceNow platform

Analytical skills

Communication skills

Independence

Leadership

Education

Associate or Bachelor's in IT/CS/Healthcare Informatics (Preferred)

High School Diploma or GED (Required)

Tools

ServiceNow

Job description

Sentara Health is seeking a Lead IT Analyst to support, optimize, and enhance enterprise software applications with a focus on ServiceNow AI capabilities. You will lead knowledge management, coordinate with cross-functional teams, and guide junior staff in applying best practices.

This remote role offers opportunities to influence AI-enabled IT service delivery across the organization. The position requires hands-on ServiceNow experience, strong analytical and communication skills, and the