Senior Analyst, IT Problem Investigation, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

46988.00 - 102000.00 USD / Year

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Job Description:

Senior Analyst, IT Problem Investigation role within Information Security & Technology Solutions supporting the IT Problem Management Team at CVS Health. Responsible for managing and resolving IT problems using ServiceNow, coordinating with distributed IT teams, and implementing strategies to improve IT Problem Management services.

Job Responsibility:

Managing and resolving IT problems using ServiceNow
Coordinating with distributed IT teams including Incident Management
Managing communication with stakeholders and implementing strategies of accountability
Maintaining data with integrity, analyzing data, identifying trends, and providing actionable insights
Building relationships with various IT support organizations
Running problem analysis meetings utilizing a blameless strategy
Leading assigned problem records to ensure stakeholders are held accountable
Contributing to the enhancement of the problem management process
Performing problem analysis in a proactive manner
Working closely with other IT Service Management areas

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 the 5 Whys, PPT (People, Process, and Technology), and other methodologies supporting complex problem solving
Bachelor's degree in Information Technology or equivalent combination of education, or 4-5 years equivalent experience

Nice to have:

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

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
September 18, 2025

Expiration:
September 19, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Analyst, IT Problem Investigation