Lead IT Analyst - Remote

Sentara Health • Norfolk, VA

3d • $99,320 - $159,515 • Remote

About The Position

Sentara is seeking a ServiceNow AI Specialist to support the implementation and optimization of ServiceNow AI solutions across the enterprise. This role will work closely with the ServiceNow team to develop, validate, organize, and maintain AI skills and content that power AI-driven support capabilities for internal IT customers. The ideal candidate has hands-on ServiceNow experience, strong analytical and communication skills, and the ability to work independently while influencing and guiding others. This position is instrumental in ensuring that automation and self-service from ServiceNow’s platform is accurate, discoverable, and effective in supporting AI-enabled IT service delivery. This is an excellent opportunity for internal candidates, citizen developers, reporting specialists, or IT professionals looking to grow their careers within the ServiceNow platform and AI ecosystem. The Lead IT Analyst is responsible for the support, optimization, and enhancement of software applications, ensuring efficient system performance and integration with business and clinical operations. This role involves evaluating software releases, analyzing business needs, troubleshooting application issues, and recommending solutions to improve processes and reduce costs. The Lead IT Analyst plays a key role in workflow assessments, system testing, and project coordination, while also providing on-call application support and collaborating with cross-functional teams to align technology with organizational goals. This role is ideal for a seasoned IT professional who excels in application support, process optimization, and cross-functional collaboration while leading strategic technology initiatives within an organization. The Lead IT Analyst provides day-to-day support and maintenance for enterprise software applications by performing application builds, upgrades, and system enhancements to optimize performance, troubleshooting application-related issues, ensuring timely resolution and minimal disruption and evaluating software releases and updates to determine business and clinical impacts. The Lead IT Analyst is responsible for conducting workflow assessments to identify functional requirements for optimal application utilization; collaborating with business and clinical stakeholders to align technology solutions with operational needs; providing recommendations for process improvements and cost reduction strategies and supporting testing and quality assurance. The incumbent will also be responsible for incident, problem and change management relative to service requests and change control processes to ensure seamless application performance and coordinate project planning and implementation for software application releases. The Lead IT Analyst will serve as a subject matter expert (SME), provide guidance and training to lower-level analysts and support process improvement initiatives within the IT department.

Requirements

• High School Diploma or GED (Required)
• Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is strongly preferred.
• OR 5 years of general Information Technology experience with demonstrated hands-on experience using ServiceNow in a professional environment may be considered.
• Experience using the ServiceNow platform.
• Strong organizational and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a collaborative environment.
• Ability to lead initiatives and drive work to completion through influence and partnership.
• Experience working with ServiceNow tickets and workflows.
• Experience working independently with minimal supervision.
• Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders.

Nice To Haves

• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field (Preferred)
• Experience with ServiceNow AI capabilities or AI-enabled service management solutions.
• Healthcare industry experience within a hospital, health system, health plan, or related healthcare organization.
• Knowledge management experience.
• Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow.
• Experience supporting enterprise IT service management environments.

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.
• Perform application builds, upgrades, and system enhancements to optimize performance.
• Troubleshoot application-related issues, ensuring timely resolution and minimal disruption.
• Evaluate software releases and updates to determine business and clinical impacts.
• Conduct workflow assessments to identify functional requirements for optimal application utilization.
• Collaborate with business and clinical stakeholders to align technology solutions with operational needs.
• Provide recommendations for process improvements and cost reduction strategies.
• Support testing and quality assurance.
• Manage incident, problem, and change management relative to service requests and change control processes.
• Coordinate project planning and implementation for software application releases.
• Serve as a subject matter expert (SME).
• Provide guidance and training to lower-level analysts.
• Support process improvement initiatives within the IT department.

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Pet Insurance
• Legal Resources Plan
• Opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED