Remote ServiceNow AI Lead & Knowledge Manager

Sentara Health; Sioux Falls (SD); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with employer match

Paid Time Off

Educational assistance

Student debt pay down

Life Insurance

Job summary

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives in a fully remote role. You will develop and govern knowledge content, ensure accuracy and AI readiness, and collaborate with admins, developers, and business stakeholders to improve knowledge management and user experiences.

Qualified candidates will have ServiceNow experience (3–5 years preferred), active ServiceNow certifications, and a strong IT background.

Qualifications

• High School Diploma or GED is required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field is preferred.
• Active ServiceNow certification is required (CSA, CAD, CIS, or other).

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 and guide teammates while helping drive project deliverables to completion.
• Work independently and collaboratively across IT teams to support enterprise initiatives.

Skills

ServiceNow

Organizational skills

Problem-solving

Written communication

Verbal communication

Multi-priority management

Leadership through influence

Education

High School Diploma or GED

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

Tools

ServiceNow certifications (CSA/CAD/CIS)

Job description

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives in a fully remote role. You will develop and govern knowledge content, ensure accuracy and AI readiness, and collaborate with admins, developers, and business stakeholders to improve knowledge management and user experiences.

Qualified candidates will have ServiceNow experience (3–5 years preferred), active ServiceNow certifications, and a strong IT background.