About The Company Sentara Health is a leading integrated healthcare organization committed to providing high-quality, patient-centered care across a broad spectrum of medical services. With a rich history of innovation and community engagement, Sentara aims to improve health every day by leveraging advanced technology and fostering a collaborative environment. The organization values diversity, inclusion, and continuous learning, making it an ideal place for healthcare professionals and IT specialists to grow and contribute meaningfully to the community's well-being. About The Role Sentara Health is seeking a highly skilled Lead IT Analyst to join its dynamic IT team. This fully remote position offers an exciting opportunity for an experienced professional to lead the support, enhancement, and optimization of enterprise software applications, with a particular focus on ServiceNow AI solutions. The successful candidate will be instrumental in developing, validating, and maintaining AI-driven support capabilities that streamline IT service delivery, improve operational efficiency, and enhance user experience. The role involves collaborating with cross-functional teams, guiding junior analysts, and driving strategic initiatives related to automation, knowledge management, and AI integration within the ServiceNow platform. This position is ideal for candidates with a strong background in IT application support, process improvement, and ServiceNow platform management, looking to advance their careers in a forward-thinking healthcare environment.

Qualifications

Candidates must possess a high school diploma or GED as a minimum requirement. Preferred qualifications include an Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field. Active ServiceNow certifications such as CSA, CAD, CIS, or other relevant credentials are required. The ideal candidate will have at least three years of hands-on ServiceNow experience, including ticket management, platform administration, reporting, and workflow support. Alternatively, five years of general IT experience with demonstrated proficiency in ServiceNow in a professional setting will be considered. Strong organizational, problem-solving, and communication skills are essential, along with the ability to work independently and influence cross-functional teams effectively.

Responsibilities

Support the implementation and adoption of ServiceNow AI solutions across the enterprise, ensuring seamless integration and user engagement. Develop, organize, maintain, and validate knowledge content utilized by ServiceNow AI tools to ensure accuracy, searchability, and operational effectiveness. Partner with ServiceNow administrators, developers, and business stakeholders to enhance knowledge management processes and optimize AI-driven support capabilities. Analyze ServiceNow ticket trends to identify content gaps, improvement opportunities, and areas for automation. Assist with testing, validating, and refining AI-generated responses and recommendations to improve user experience. Recommend and implement enhancements to improve operational efficiency, content quality, and user satisfaction. Mentor and guide junior team members, fostering a collaborative environment and ensuring project deliverables are met. Participate in workflow assessments, system testing, incident, problem, and change management processes to maintain application stability and performance. Coordinate project planning and execution for software releases, upgrades, and system enhancements. Serve as a subject matter expert, providing guidance, training, and support to colleagues and stakeholders.

Benefits

Sentara Health offers a comprehensive benefits package designed to support the health, well-being, and professional growth of its employees. Benefits include medical, dental, and vision insurance, along with life and disability coverage. The organization provides a 401(k)/403(b) retirement plan with employer matching contributions, paid time off including vacation, sick leave, and holidays, as well as paid parental and family caregiver leave. Additional perks include emergency backup care, tuition assistance up to $5,250 annually, student debt repayment of up to $10,000, pet insurance, legal resources, and opportunities for voluntary benefits. Employees may also be eligible for annual discretionary bonuses based on performance and organizational goals. Sentara's benefits are designed to foster a healthy work-life balance and support ongoing career development. Equal Opportunity Sentara Health is an equal opportunity employer committed to fostering a diverse and inclusive workforce. The organization values the unique perspectives and experiences of its employees and is dedicated to providing a work environment free from discrimination and harassment. Sentara actively promotes diversity, equity, and inclusion as fundamental principles that reflect the communities it serves. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. Sentara is a tobacco-free environment and strives to create a welcoming and supportive workplace for all employees.