[Hiring] Lead IT Analyst @Sentara Health

Role Description

Sentara is seeking a ServiceNow AI Specialist to support the implementation and optimization of ServiceNow AI solutions across the enterprise. This role will work closely with the ServiceNow 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 ServiceNow 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 ServiceNow’s platform is accurate, discoverable, and effective in supporting AI-enabled IT service delivery.

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. Key responsibilities include:

• Evaluating software releases.
• Analyzing business needs.
• Troubleshooting application issues.
• Recommending solutions to improve processes and reduce costs.
• Conducting workflow assessments.
• Providing on-call application support.
• Collaborating with cross-functional teams.

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.

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

Requirements

• 3 years of ServiceNow experience including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is strongly preferred.
• OR 5 years of general Information Technology experience with demonstrated hands-on experience using ServiceNow in a professional environment may be considered.
• Experience using the ServiceNow platform.
• 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.

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.