Lead IT Analyst - Remote

Norfolk, VA

First (Days)

Sentara is hiring a Lead IT Analyst. This position is fully remote.

Work Location:

Remote opportunities are available in the following states:
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, Wyoming. Sentara is seeking a Service Now AI Specialist to support the implementation and optimization of Service Now AI solutions across the enterprise. This role will work closely with the Service Now 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 Service Now 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 Service Now’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 Service Now platform and AI ecosystem.

• Support the implementation and adoption of Service Now AI solutions.
• Develop, organize, maintain, and validate knowledge content utilized by Service Now AI tools.
• Ensure information is accurate, searchable, and optimized for AI-driven experiences.
• Partner with Service Now administrators, developers, and business stakeholders to improve knowledge management processes.
• Analyze Service Now 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.

• High School Diploma or GED (Required)
• Associate's or Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field (Preferred)

• Any active Service Now certification (CSA, CAD, CIS, or other Service Now certification) (Required)

• Candidates must meet one of the following requirements: 3 years of Service Now experience including ticket management, platform utilization, administration support, reporting, workflow support, or related Service Now functions is strongly preferred.
• OR 5 years of general Information Technology experience with demonstrated hands‑on experience using Service Now in a professional environment may be considered.

• Experience using the Service Now platform.
• Any active Service Now certification (CSA, CAD, CIS, or other Service Now certification).
• 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 with Service Now 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…