Senior ServiceNow & AI Knowledge Lead (Remote)

Sentara Health; Seattle (WA); Remote; USD 99,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Educational assistance

Student loan repayment

Job summary

Sentara Health is seeking a Lead IT Analyst for a fully remote role. The position supports ServiceNow AI solutions, knowledge management, and collaboration with IT teams to improve user experiences. Requires ServiceNow certification and 3+ years in ServiceNow, plus 5+ years IT experience.

Compensation ranges with multiple bonus opportunities and a comprehensive benefits package. The role enables remote work opportunities across listed states, with strong emphasis on leadership, mentoring, and

Qualifications

• Experience using the ServiceNow platform and knowledge management
• Active ServiceNow certification required (CSA, CAD, CIS or other)
• Strong organizational and problem-solving skills and ability to manage multiple priorities

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 content management.
• Analyze tickets and trends to identify content gaps and improvement opportunities.
• Assist with testing and validating AI-generated responses and recommendations.
• Mentor teammates and drive project deliverables to completion.
• Work independently and with IT teams on enterprise initiatives.

Skills

ServiceNow

Ticket management

Knowledge management

Communication skills

Mentoring

Organizational skills

Education

Bachelor's degree in IT/CS/Healthcare Informatics

ServiceNow CSA/CAD/CIS certification

Tools

ServiceNow platform

Job description

Sentara Health is seeking a Lead IT Analyst for a fully remote role. The position supports ServiceNow AI solutions, knowledge management, and collaboration with IT teams to improve user experiences. Requires ServiceNow certification and 3+ years in ServiceNow, plus 5+ years IT experience.

Compensation ranges with multiple bonus opportunities and a comprehensive benefits package. The role enables remote work opportunities across listed states, with strong emphasis on leadership, mentoring, and