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.
Key Responsibilities
Support the implementation and adoption of ServiceNow AI solutions.
Develop, organize, maintain, and validate knowledge content utilized 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.
Assist with testing and validating AI-generated responses and recommendations.
Recommend enhancements that improve user experience, content quality, and operational efficiency.
Mentor and guide teammates while helping drive project deliverables to completion.
Work independently and collaboratively across IT teams to support enterprise initiatives.
Education
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)
Certification/Licensure
Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification) (Required)
Experience
Candidates must meet one of the following 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.
Required Qualifications
Experience using the ServiceNow platform.
Any active ServiceNow certification (CSA, CAD, CIS, or other ServiceNow certification).
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.
Preferred Qualifications
Experience with ServiceNow AI capabilities or AI-enabled service management solutions.
Healthcare industry experience within a hospital, health system, health plan, or related healthcare organization.
Knowledge management experience.
Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow.
Experience supporting enterprise IT service management environments.
Additionally, candidates must have
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.
Why Join Sentara?
Opportunity to join and grow within the ServiceNow team.
Exposure to emerging AI technologies and enterprise-wide implementations.
Ability to contribute to strategic initiatives impacting all Sentara employees.
Career growth opportunity for internal candidates seeking to expand their technical expertise in ServiceNow and AI solutions.
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We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay range for full-time employment is $99,320.00 - $159,515.20 annually. Additional compensation may be available for this role, such as shift differentials, on-call pay, shift premiums, extra-shift incentives, or bonus opportunities. Compensation within the range may vary based on qualifications, experience, location, market conditions, and business needs. Note: If an annual salary is posted, it is based on a full-time colleague working 2,080 hours annually.

Sentara offers a comprehensive benefits package, including medical, dental, vision, life and disability insurance; 401(k)/403(b) with employer match; paid time off (vacation, sick time, and holidays); paid parental and military leave; educational assistance or student loan repayment; and voluntary benefits.

Benefits: Caring For Your Family and Your Career
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.
Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.
In support of our mission “to improve health every day,” this is a tobacco-free environment.
For positions that are available as remote work, Sentara Health employs associates 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, West Virginia, Wisconsin, and Wyoming.
