Senior Analyst, Tech Infrastructure
Description:
• Manage and resolve IT problems using ServiceNow and IT Problem Management practices
• Coordinate with distributed IT teams and Incident Management to communicate with stakeholders
• Run blameless problem analysis meetings and document remediation actions
• Lead problem records to ensure stakeholder accountability and value realization
• Perform proactive problem analysis and create documentation to prevent incidents
• Maintain data integrity, analyze data, identify trends, and provide actionable insights
• Contribute to enhancement of problem management processes and leverage automation/AI
• Work closely with ITSM areas (Incident Management, Reporting, SRE, IT Change Management)
• Steward problem records professionally and engage influential stakeholders
Requirements:
• 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 5 Whys, PPT, and other methodologies)
• Strong people and communications skills (oral, auditory, written)
• Ability to identify and participate in continuous improvements and leverage AI/automation
• Knowledge of ITIL best practices; ITIL4 certification preferred
• Experience using ServiceNow or similar ITSM platforms
• Experience working in high-velocity IT organizations and prioritization skills
• Knowledge or experience of enterprise infrastructure systems and system management processes
• Strong process analysis and documentation skills
• Ability to work remotely and coordinate with distributed teams across time zones
• Bachelor’s degree in Information Technology or equivalent experience (4-5 years)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs (wellness screenings, tobacco cessation, weight management)
• Confidential counseling and financial coaching
• Paid time off and flexible work schedules
• Family leave and dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Eligible for CVS Health bonus, commission, or short-term incentive program
Apply Now
Apply Now
• Manage and resolve IT problems using ServiceNow and IT Problem Management practices
• Coordinate with distributed IT teams and Incident Management to communicate with stakeholders
• Run blameless problem analysis meetings and document remediation actions
• Lead problem records to ensure stakeholder accountability and value realization
• Perform proactive problem analysis and create documentation to prevent incidents
• Maintain data integrity, analyze data, identify trends, and provide actionable insights
• Contribute to enhancement of problem management processes and leverage automation/AI
• Work closely with ITSM areas (Incident Management, Reporting, SRE, IT Change Management)
• Steward problem records professionally and engage influential stakeholders
Requirements:
• 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 5 Whys, PPT, and other methodologies)
• Strong people and communications skills (oral, auditory, written)
• Ability to identify and participate in continuous improvements and leverage AI/automation
• Knowledge of ITIL best practices; ITIL4 certification preferred
• Experience using ServiceNow or similar ITSM platforms
• Experience working in high-velocity IT organizations and prioritization skills
• Knowledge or experience of enterprise infrastructure systems and system management processes
• Strong process analysis and documentation skills
• Ability to work remotely and coordinate with distributed teams across time zones
• Bachelor’s degree in Information Technology or equivalent experience (4-5 years)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs (wellness screenings, tobacco cessation, weight management)
• Confidential counseling and financial coaching
• Paid time off and flexible work schedules
• Family leave and dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Eligible for CVS Health bonus, commission, or short-term incentive program
Apply Now
Apply Now