Senior ServiceNow AI & Knowledge Lead (Remote)

Sentara Health; Charleston (WV); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401(k)/403(b) with employer match

Tuition Assistance

Job summary

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives remotely. You will develop and validate knowledge content, partner with admins and developers, and improve AI-driven support across the enterprise.

The role requires several years of ServiceNow experience, strong problem-solving and communication skills, and the ability to lead projects with minimal supervision. Remote opportunity across multiple states is available.

Qualifications

• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is strongly preferred.
• 5 years of general Information Technology experience with demonstrated hands-on experience using ServiceNow in a professional environment may be considered.

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 knowledge

Ticket management

Problem solving

Communication

Education

High School Diploma or GED

Associate’s or Bachelor's in IT/Healthcare Informatics/Related Field

Tools

ServiceNow

Job description

Sentara Health is seeking a Lead IT Analyst to drive ServiceNow AI initiatives remotely. You will develop and validate knowledge content, partner with admins and developers, and improve AI-driven support across the enterprise.

The role requires several years of ServiceNow experience, strong problem-solving and communication skills, and the ability to lead projects with minimal supervision. Remote opportunity across multiple states is available.