IT Analyst Lead

About The Company
Sentara Health is a renowned healthcare organization committed to providing exceptional medical services and innovative health solutions. With a strong focus on improving health outcomes and delivering patient-centered care, Sentara has established itself as a leader in the healthcare industry. The organization values diversity, inclusion, and continuous improvement, fostering a collaborative environment that supports professional growth and community well-being. Sentara’s extensive network includes hospitals, outpatient facilities, and health plans, all dedicated to enhancing the quality of life for the communities they serve.
About The Role
Sentara Health is seeking a highly skilled Lead IT Analyst to support and enhance the organization’s enterprise-wide IT systems, with a particular focus on ServiceNow platforms and AI integrations. This fully remote position offers the opportunity to work with cutting-edge AI technologies, develop innovative solutions, and contribute to strategic initiatives that improve operational efficiency and service delivery. As a Lead IT Analyst, you will be responsible for supporting the implementation, optimization, and maintenance of critical software applications, ensuring seamless system performance aligned with clinical and business needs. You will serve as a key technical resource, mentor junior team members, and collaborate across departments to drive technology-driven improvements that support Sentara’s mission to improve health every day.
Qualifications
The ideal candidate will possess a combination of education, certifications, and hands-on experience. A high school diploma or GED is required, with an associate’s or bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, Business Information Systems, or a related field preferred. Active ServiceNow certifications such as CSA, CAD, CIS, or equivalent are mandatory. Candidates should have a minimum of three years of ServiceNow experience, including ticket management, platform administration, reporting, and workflow support, or alternatively, five years of general IT experience with demonstrated ServiceNow expertise. Strong organizational, problem-solving, and communication skills are essential, along with the ability to manage multiple priorities and work independently while influencing others.
Responsibilities
Support the implementation and adoption of ServiceNow AI solutions, ensuring effective integration and utilization across the enterprise.
Develop, organize, maintain, and validate knowledge content used by ServiceNow AI tools to enhance accuracy and searchability.
Partner with ServiceNow administrators, developers, and stakeholders to improve knowledge management processes and content quality.
Analyze ticket trends and support data to identify content gaps, recommend improvements, and optimize AI-driven responses.
Assist in testing and validating AI-generated responses, ensuring they meet quality standards and operational needs.
Contribute to user experience enhancements by recommending system and content improvements.
Mentor and guide junior team members, supporting project delivery and knowledge sharing initiatives.
Coordinate with cross-functional teams to support enterprise projects, system upgrades, and process improvements.
Manage incident, problem, and change requests related to ServiceNow applications, ensuring minimal disruption and compliance with change control policies.
Lead workflow assessments, system testing, and process optimization to align IT services with organizational goals.
Benefits
Sentara offers a comprehensive benefits package designed to support your health, financial security, and personal growth. Benefits include medical, dental, and vision insurance; life and disability coverage; paid time off, sick leave, and holidays; parental and family caregiver leave; and emergency backup care. The organization also provides a 401(k)/403(b) plan with employer matching contributions, tuition assistance, student loan repayment programs, and voluntary benefits such as pet insurance and legal resources. Additionally, eligible employees have the opportunity to earn annual discretionary bonuses based on performance and organizational success.
Equal Opportunity
Sentara Health is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We value the unique perspectives and experiences of our team members and strive to create an environment where everyone feels respected and empowered. We do not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected class. Our organization is dedicated to ensuring equal employment opportunities for all and promoting a culture of belonging and respect.

Work arrangement
Yes