IT Analyst - Remote

About The Company Sentara Healthcare is a not-for-profit health system dedicated to improving health every day through exceptional patient care, innovative research, and community engagement. Serving a diverse population across multiple states, Sentara is committed to fostering a collaborative and inclusive environment that values diversity, equity, and belonging. With a workforce of nearly 30,000 dedicated professionals, Sentara strives to deliver high-quality healthcare services and leverage advanced technology solutions to enhance patient outcomes and operational efficiency. About The Role Sentara is actively seeking a Lead IT Analyst to join our dynamic team. This fully remote position offers an excellent opportunity for experienced IT professionals to lead initiatives within our ServiceNow platform, focusing on AI-driven solutions. The Lead IT Analyst will be responsible for supporting, optimizing, and enhancing enterprise software applications, ensuring seamless integration with clinical and business operations. This role involves evaluating software releases, troubleshooting application issues, and recommending process improvements to increase efficiency and reduce costs. The ideal candidate will possess strong analytical skills, extensive ServiceNow experience, and the ability to independently manage multiple priorities while influencing cross-functional teams. The successful candidate will serve as a subject matter expert, mentor junior team members, and contribute to strategic projects aimed at automating workflows and improving service delivery through AI capabilities. This position offers a unique chance to grow within a forward-thinking organization that values innovation, continuous learning, and professional development. Qualifications 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)Active ServiceNow certification (CSA, CAD, CIS, or other relevant certifications) (Required)Minimum of 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, and workflow management (Preferred)Alternatively, 5 years of general IT experience with demonstrated hands-on ServiceNow usage in a professional settingExperience with ServiceNow AI capabilities or AI-enabled service management solutions (Preferred)Healthcare industry experience within hospitals, health systems, or health plans (Preferred)Strong organizational, problem-solving, and communication skillsAbility to manage multiple priorities and work effectively in a collaborative environmentProven leadership skills to guide and mentor team members Responsibilities Support the implementation and adoption of ServiceNow AI solutions across the enterpriseDevelop, organize, maintain, and validate knowledge content utilized by ServiceNow AI tools to ensure accuracy and searchabilityCollaborate with ServiceNow administrators, developers, and stakeholders to improve knowledge management processesAnalyze ServiceNow tickets and support trends to identify content gaps and areas for improvementAssist in testing and validating AI-generated responses and recommendations to ensure quality and effectivenessRecommend enhancements to improve user experience, content quality, and operational efficiencyMentor and guide team members, fostering a collaborative environment to achieve project goalsManage incident, problem, and change requests, ensuring timely resolution and minimal disruptionConduct workflow assessments and collaborate with clinical and business stakeholders to optimize application utilizationSupport testing, quality assurance, and system upgrades to maintain optimal application performanceLead and coordinate project planning and implementation for software releasesProvide subject matter expertise and training to lower-level analysts and other team members Benefits Comprehensive medical, dental, and vision insurance plansPaid time off, sick leave, and holidaysPaid parental leave and family caregiver leaveEmergency backup care servicesLong-term and short-term disability insurance, critical illness coverageLife insurance policies401(k)/403(b) retirement plans with employer matching contributionsTuition assistance up to $5,250 annually and access to discounted educational programs through Guild EducationStudent loan repayment assistance up to $10,000Pet insurance optionsLegal resources planOpportunity to earn annual discretionary bonuses based on system performance and eligibility Equal Opportunity Sentara Healthcare is an equal opportunity employer and values diversity and inclusion within its workforce. We are committed to providing a work environment free from discrimination and harassment, where all individuals are treated with respect and dignity. We encourage applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, or veteran status.