Lead IT Analyst - Remote

City/State Norfolk, VA

Work Shift First (Days)

Sentara is hiring a Lead IT Analyst

This position is fully remote.

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.

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.

• 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…