The Sr Analyst, IT Customer Service/Support role is within the Information Security & Technology Solutions (ISTS) supporting the IT Problem Management Team. In this role, we are seeking a proactive and skilled Senior Analyst to join our dynamic team. As a Senior Analyst, IT Problem Investigation, you will be responsible for managing and resolving IT problems using ServiceNow. The Senior Analyst will coordinate with distributed IT teams, including Incident Management, to manage communication with stakeholders and implement strategies of accountability. In addition, the role requires the ability to maintain data with integrity, analyze data, identify trends, and provide actionable insights to improve our IT Problem Management services to co-create value for CVS Health’s technical environment. The ideal candidate will have a strong understanding of ITIL best practices, excellent problem-solving skills, and the ability to work in a fast-paced environment with passionate stakeholders.

Some of the key functions of this role are:

• Build relationships based on value with various IT support organizations finding and addressing current and potential incidents within systems and processes at CVS Health by stewarding the problem record with collaboration, professionalism, and attention to detail.
• Run problem analysis meetings utilizing a blameless strategy and document problem analysis results, including the action(s) to be taken to remediate like issues in the future.
• Lead the assigned problem records to ensure all stakeholders are held accountable to assigned responsibilities achieving the value of problem management.
• Contribute to the enhancement of the problem management process.
• Perform problem analysis in a proactive manner, supporting the Enterprise’s ability to self-service proactive problem records by creating, delivering, and supporting documentation to prevent incidents from occurring in the first place.
• Work closely with other IT Service Management (ITSM) areas, such as Incident Management, Reporting, Site Reliability Engineering (SRE), and IT Change Management.

REQUIRED QUALIFICATIONS

• 4+ years of IT Service Management or IT Operations experience.
• Experience delivering customer service in-line with CVS Health’s core Heart at Work Values.
• Prior Problem Management experience, including the 5 Whys, PPT (People, Process, and Technology), and other methodologies supporting complex problem solving.

PREFERRED QUALIFICATIONS

• ITIL4 Certified
• Experience using ServiceNow
• Experience working in a high velocity IT organization utilizing prioritization skills.
• Ability to leverage emerging technologies (AI, LLM, machine learning, or other automation opportunities) to enhance value and simplify processes.

EDUCATION

• Bachelor’s degree in Information Technology or equivalent combination of education, or 4-5 years equivalent experience.

THE IDEAL CANDIDATE FOR THIS ROLE WILL HAVE

• The ability to adapt and learn within a high velocity, distributed system by demonstrating systems intelligence.
• Strong people and communications skills (oral, auditory, and written) with a focus on clarity for all types of personas (technical engineers, executives, CVS Health colleagues).
• Ability to identify and participate in continuous improvements and leveraging technologies such as Artificial Intelligence (AI), automation opportunities, Known Error Database (KED), and different types of problem (proactive, reactive, and major).
• Commitment to continual learning and capable of educating others to increase stakeholder engagement to deliver value.
• Knowledge and experience in complex problem-solving frameworks such as the 5 Whys, ITIL, Agile, DevOps, Kepner-Tregoe, or other integrated IT service management frameworks.
• Comprehension of how People Process and Technology (PPT), and the “Who, What, When, Where and Why” methodologies are used to identify root causes.
• Experience utilizing ITSM platforms (like ServiceNow) to log, track, prioritize, and resolve problems with integrity ,enabling SLA tracking, KPIs, and identification of other patterns to prevent future incidents.
• Ability to build cross-functional relationships with business/technical colleagues and leaders across the enterprise.
• Knowledge or experience of enterprise infrastructure systems and system management processes.
• Ability to steward problem records in a positive manner to identify and assign accountability to stakeholders who may be highly interested or influential in the problem’s outcome.
• Strong process analysis and documentation skills for internal colleagues.
• Ability to perform assigned tasks remotely to coordinate and collaborate with on-site and remote colleagues, sometimes in different time zones.

Some of the key functions of this role are:

• Build relationships based on value with various IT support organizations finding and addressing current and potential incidents within systems and processes at CVS Health by stewarding the problem record with collaboration, professionalism, and attention to detail.
• Run problem analysis meetings utilizing a blameless strategy and document problem analysis results, including the action(s) to be taken to remediate like issues in the future.
• Lead the assigned problem records to ensure all stakeholders are held accountable to assigned responsibilities achieving the value of problem management.
• Contribute to the enhancement of the problem management process.
• Perform problem analysis in a proactive manner, supporting the Enterprise’s ability to self-service proactive problem records by creating, delivering, and supporting documentation to prevent incidents from occurring in the first place.
• Work closely with other IT Service Management (ITSM) areas, such as Incident Management, Reporting, Site Reliability Engineering (SRE), and IT Change Management