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Sentara Health

Lead IT Analyst

Sentara Health

. Support the implementation and adoption of ServiceNow AI solutions .

Posted 9/29/2026full-timeRemote • Virginia • United StatesSenior💰 $99,320 - $159,515 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow platform utilization, including AI solutions and knowledge management processes, while effectively collaborating with stakeholders to enhance operational efficiency and user experience. Proven ability to lead initiatives, mentor team members, and manage multiple priorities in a dynamic environment.

Highest-signal resume keywords
ServiceNow ExperienceServiceNow CertificationKnowledge ManagementAI-Enabled Service ManagementHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
ServiceNow AdministrationTicket ManagementWorkflow SupportReportingApplication BuildsSystem EnhancementsTroubleshootingQuality AssuranceIncident ManagementChange Control
Soft Skills
Organizational SkillsProblem-Solving SkillsWritten CommunicationVerbal CommunicationCollaboration
Tools & Technologies
ServiceNow AI ToolsEnterprise Software Applications
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)ServiceNow Certified Application Developer (CAD)ServiceNow Certified Implementation Specialist (CIS)
Industry Keywords
HealthcareIT Service ManagementKnowledge Management

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Support the implementation and adoption of ServiceNow AI solutions
  • Develop, organize, maintain, and validate knowledge content used by ServiceNow AI tools
  • Ensure information is accurate, searchable, and optimized for AI-driven experiences
  • Partner with ServiceNow administrators, developers, and business stakeholders to improve knowledge management processes
  • Analyze ServiceNow tickets and support trends to identify content gaps and improvement opportunities
  • Test and validate AI-generated responses and recommendations
  • Recommend enhancements to improve user experience, content quality, and operational efficiency
  • Provide day-to-day support and maintenance for enterprise software applications
  • Perform application builds, upgrades, and system enhancements
  • Troubleshoot application issues and ensure timely resolution
  • Evaluate software releases and updates for business and clinical impacts
  • Conduct workflow assessments and identify functional requirements
  • Collaborate with business and clinical stakeholders
  • Support testing and quality assurance
  • Manage incidents, problems, and changes related to service requests and change control
  • Coordinate project planning and implementation for software application releases
  • Serve as a subject matter expert and provide guidance and training to lower-level analysts
  • Mentor teammates and help drive project deliverables to completion
  • Work independently and collaboratively across IT teams

Requirements

What you’ll need
  • High School Diploma or GED (Required)
  • Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
  • 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
  • Experience with ServiceNow AI capabilities or AI-enabled service management solutions (Preferred)
  • Healthcare industry experience (Preferred)
  • Knowledge management experience (Preferred)
  • Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow (Preferred)
  • Experience supporting enterprise IT service management environments (Preferred)
  • Experience working with ServiceNow tickets and workflows
  • Experience working independently with minimal supervision
  • Demonstrated ability to lead, mentor, guide, or influence team members and stakeholders

Benefits

Comp & perks
  • 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
  • Annual discretionary bonus opportunity if eligibility criteria are met
  • Paid military leave
  • Educational assistance or student loan repayment
  • Voluntary benefits
  • On-call pay, shift differentials, shift premiums, extra-shift incentives, or bonus opportunities may be available