Lead IT Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Assist in the implementation and adoption of ServiceNow AI solutions.

• Create, organize, maintain, and validate knowledge content utilized by ServiceNow AI tools.

• Ensure the information is accurate, searchable, and optimized for AI-driven experiences.

• Collaborate with ServiceNow administrators, developers, and business stakeholders to enhance knowledge management processes.

• Analyze ServiceNow tickets and support trends to pinpoint content gaps and opportunities for improvement.

• Test and validate AI-generated responses and suggestions.

• Propose enhancements to elevate user experience, content quality, and operational efficiency.

• Provide daily support and maintenance for enterprise software applications.

• Execute application builds, upgrades, and system enhancements.

• Troubleshoot application issues and ensure prompt resolution.

• Assess 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 efforts.

• Manage incidents, problems, and changes related to service requests and change control.

• Coordinate project planning and implementation for software application releases.

• Act as a subject matter expert and provide guidance and training to junior analysts.

• Mentor colleagues and assist in driving project deliverables to completion.

• Operate both independently and collaboratively across IT teams.

⛳️ Requirements

• High School Diploma or GED (Required).

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

• A minimum of 3 years of ServiceNow experience, including ticket management, platform utilization, administration support, reporting, workflow support, or related ServiceNow functions is highly preferred.

• Alternatively, 5 years of general Information Technology experience with proven hands-on experience using ServiceNow in a professional setting may be acceptable.

• Experience with the ServiceNow platform.

• Strong organizational and problem-solving abilities.

• Excellent written and verbal communication skills.

• Capability to manage multiple priorities and work effectively within a collaborative environment.

• Ability to lead initiatives and drive tasks to completion through influence and partnership.

• Experience with ServiceNow AI capabilities or AI-enabled service management solutions (Preferred).

• Background in the healthcare industry (Preferred).

• Experience in knowledge management (Preferred).

• Experience as a citizen developer, reporting analyst, or business systems analyst utilizing ServiceNow (Preferred).

• Familiarity with supporting enterprise IT service management environments (Preferred).

• Experience handling ServiceNow tickets and workflows.

• Ability to work independently with minimal supervision.

• Proven ability to lead, mentor, guide, or influence team members and stakeholders.

🏝️ 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.

• 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.