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

• 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

• 3 years of Service Now experience including ticket management, platform utilization, administration support, reporting, workflow support, or related Service Now functions is strongly preferred.
• 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 systems analyst utilizing Service Now.
• Experience supporting enterprise IT service management environments.
• Experience working with Service Now tickets and workflows.
• Experience working independently with minimal supervision.
• Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders.

The base pay range for full-time employment is $99,320.00 - $ annually.

Additional compensation may be available for this role, such as shift differentials, on-call pay, shift premiums, extra-shift incentives, or bonus opportunities. Compensation within the range may vary based on qualifications, experience, location, market conditions, and business needs.

Note:

If an annual salary is posted, it is based on a full-time colleague working 2,080 hours annually.

Sentara offers a comprehensive benefits package, including medical, dental, vision, life and disability insurance; 401(k)/403(b) with employer match; paid time off (vacation, sick time, and holidays); paid…