TA
Lead IT Analyst - Remote
- Salary
- $99.3K–$159.5K
- Hiring from
- United States
- Work type
- Remote
- Posted
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About The Company
Sentara Health is a healthcare organization committed to improving health every day. Its technology teams support the systems and services that help colleagues deliver care and operate effectively across the enterprise. Sentara values collaboration, inclusion, and continuous improvement, and provides opportunities for employees to grow their expertise while contributing to organization-wide initiatives.
About The Role
Sentara Health is hiring a Lead IT Analyst to support the implementation and optimization of ServiceNow AI solutions. This fully remote, first-shift position focuses on developing, organizing, validating, and maintaining knowledge content and AI skills used to support internal IT customers. The successful candidate will help ensure that information used by ServiceNow AI tools is accurate, easy to find, and effective for AI-driven support and self-service experiences.
The role combines hands-on ServiceNow platform experience with application support, workflow analysis, testing, and stakeholder collaboration. The Lead IT Analyst will work closely with ServiceNow administrators, developers, analysts, and business partners to identify content gaps, improve knowledge management practices, and advance enterprise service delivery. This position is well suited to an experienced IT professional, reporting specialist, business systems analyst, or citizen developer interested in growing within the ServiceNow and AI ecosystem.
The position is based remotely and is available to candidates located in Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington state, West Virginia, Wisconsin, or Wyoming.
Qualifications
A high school diploma or GED is required. An associate’s or bachelor’s degree in information technology, computer science, healthcare informatics, business information systems, or a related field is preferred. Candidates must hold an active ServiceNow certification, such as CSA, CAD, CIS, or another ServiceNow certification.
Candidates should have three years of ServiceNow experience, preferably involving ticket management, platform use, administration support, reporting, or workflow support. Alternatively, five years of general IT experience may be considered when accompanied by demonstrated professional experience using ServiceNow. Strong organizational, analytical, problem-solving, written, and verbal communication skills are essential, as is the ability to manage competing priorities and work independently or collaboratively.
Experience with ServiceNow AI capabilities, knowledge management, enterprise IT service management, or healthcare organizations is preferred. Candidates should have experience working with ServiceNow tickets and workflows and be able to lead, mentor, guide, or influence colleagues and stakeholders.
Responsibilities
Support the implementation, adoption, and ongoing optimization of ServiceNow AI solutions. Develop, organize, maintain, and validate the knowledge content and skills that inform AI-enabled support, ensuring content is accurate, searchable, consistent, and useful to employees.
Partner with ServiceNow administrators, developers, and business stakeholders to strengthen knowledge management practices and improve platform experiences. Review ticket and support trends to identify recurring issues, content gaps, and opportunities to enhance self-service. Assist with testing and validating AI-generated responses and recommendations, documenting findings, and recommending improvements to content quality and operational efficiency.
Contribute to application support, workflow assessments, quality assurance, and release coordination as needed. Help align technology capabilities with business and clinical requirements, support incident, problem, and change processes, and drive assigned project deliverables through completion. Share knowledge and provide guidance to teammates while working across IT teams and organizational functions.
Benefits
The full-time annual base pay range is $99,320 to $159,515.20. Compensation depends on qualifications, experience, location, market conditions, and business needs. Additional compensation may be available through applicable incentives, on-call pay, shift premiums, or bonus opportunities.
Sentara offers medical, dental, and vision coverage; life and disability insurance; paid time off, sick leave, and holidays; paid parental and family caregiver leave; and a 401(k)/403(b) plan with employer match. Additional benefits include adoption, fertility, and surrogacy reimbursement of up to $10,000, tuition assistance of up to $5,250 annually, student debt pay-down of up to $10,000, emergency backup care, pet insurance, and legal resources. Eligible colleagues may also qualify for an annual discretionary bonus. The role offers exposure to emerging AI technologies and opportunities for professional growth within the ServiceNow team.
Equal Opportunity
Sentara Health is an equal opportunity employer committed to diversity, inclusion, and belonging. The organization strives to build a workforce that reflects the communities it serves. Sentara is also a tobacco-free environment in support of its mission to improve health every day.
Sentara Health is a healthcare organization committed to improving health every day. Its technology teams support the systems and services that help colleagues deliver care and operate effectively across the enterprise. Sentara values collaboration, inclusion, and continuous improvement, and provides opportunities for employees to grow their expertise while contributing to organization-wide initiatives.
About The Role
Sentara Health is hiring a Lead IT Analyst to support the implementation and optimization of ServiceNow AI solutions. This fully remote, first-shift position focuses on developing, organizing, validating, and maintaining knowledge content and AI skills used to support internal IT customers. The successful candidate will help ensure that information used by ServiceNow AI tools is accurate, easy to find, and effective for AI-driven support and self-service experiences.
The role combines hands-on ServiceNow platform experience with application support, workflow analysis, testing, and stakeholder collaboration. The Lead IT Analyst will work closely with ServiceNow administrators, developers, analysts, and business partners to identify content gaps, improve knowledge management practices, and advance enterprise service delivery. This position is well suited to an experienced IT professional, reporting specialist, business systems analyst, or citizen developer interested in growing within the ServiceNow and AI ecosystem.
The position is based remotely and is available to candidates located in Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington state, West Virginia, Wisconsin, or Wyoming.
Qualifications
A high school diploma or GED is required. An associate’s or bachelor’s degree in information technology, computer science, healthcare informatics, business information systems, or a related field is preferred. Candidates must hold an active ServiceNow certification, such as CSA, CAD, CIS, or another ServiceNow certification.
Candidates should have three years of ServiceNow experience, preferably involving ticket management, platform use, administration support, reporting, or workflow support. Alternatively, five years of general IT experience may be considered when accompanied by demonstrated professional experience using ServiceNow. Strong organizational, analytical, problem-solving, written, and verbal communication skills are essential, as is the ability to manage competing priorities and work independently or collaboratively.
Experience with ServiceNow AI capabilities, knowledge management, enterprise IT service management, or healthcare organizations is preferred. Candidates should have experience working with ServiceNow tickets and workflows and be able to lead, mentor, guide, or influence colleagues and stakeholders.
Responsibilities
Support the implementation, adoption, and ongoing optimization of ServiceNow AI solutions. Develop, organize, maintain, and validate the knowledge content and skills that inform AI-enabled support, ensuring content is accurate, searchable, consistent, and useful to employees.
Partner with ServiceNow administrators, developers, and business stakeholders to strengthen knowledge management practices and improve platform experiences. Review ticket and support trends to identify recurring issues, content gaps, and opportunities to enhance self-service. Assist with testing and validating AI-generated responses and recommendations, documenting findings, and recommending improvements to content quality and operational efficiency.
Contribute to application support, workflow assessments, quality assurance, and release coordination as needed. Help align technology capabilities with business and clinical requirements, support incident, problem, and change processes, and drive assigned project deliverables through completion. Share knowledge and provide guidance to teammates while working across IT teams and organizational functions.
Benefits
The full-time annual base pay range is $99,320 to $159,515.20. Compensation depends on qualifications, experience, location, market conditions, and business needs. Additional compensation may be available through applicable incentives, on-call pay, shift premiums, or bonus opportunities.
Sentara offers medical, dental, and vision coverage; life and disability insurance; paid time off, sick leave, and holidays; paid parental and family caregiver leave; and a 401(k)/403(b) plan with employer match. Additional benefits include adoption, fertility, and surrogacy reimbursement of up to $10,000, tuition assistance of up to $5,250 annually, student debt pay-down of up to $10,000, emergency backup care, pet insurance, and legal resources. Eligible colleagues may also qualify for an annual discretionary bonus. The role offers exposure to emerging AI technologies and opportunities for professional growth within the ServiceNow team.
Equal Opportunity
Sentara Health is an equal opportunity employer committed to diversity, inclusion, and belonging. The organization strives to build a workforce that reflects the communities it serves. Sentara is also a tobacco-free environment in support of its mission to improve health every day.
