Sr Analyst,IT Cust Serv/Sup (412370)

Job Description

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Sr Analyst, IT Customer Service/Support role is within the Enterprise IT Problem Management area. The position will be responsible for the life of a Problem Record from beginning to end. In this role, you will be responsible for setting up Problem Meetings with multiple teams, performing email communications, and track items that have been defined within the Problem. In addition, the role will require the ability to document and summarize meeting minutes for Problem Meetings.  Meetings will include both Technical and Business teams.  The Problem Manager will also support your direct manager and assist with identifying trends and analysis of Problems that occur within the environment.

The IT Problem Management team seeks to determine the underlying, or root cause of Incidents, as well as their subsequent resolution and prevention. You will integrate closely with other organizational facets including the IT Incident Management, Reporting, and IT Change Management teams to ensure encompassing information is shared and transitioned into the problem analysis process.

The Ideal Candidate for This Role Will Have

• Exceptional communication skills (oral, auditory, and written)
• Experience in root cause analysis and data collection within IT environments
• Knowledge of problem process management and the 5 Why’s Methodology of root cause analysis
• Persistence to push and follow up with various teams and members to ensure problem analysis and resolution doesn’t become stale
• Constant engagement with technical team leaders and incident managers to ensure full and accurate data is collected
• Basic knowledge of network systems/infrastructure management and process methodologies
• Desire to take ownership of problem tickets and handle with care
• Ability to schedule/attend and be wholly present on problem resolution calls
• The desire to understand and absorb technical information in a large-scale enterprise environment, and to use that knowledge to correlate patterns
• Proactive mindset driving sustainable solutions and addressing root cause, and take preventive action to reduce potential Problems
• Strong problem-solving skills

Required Qualifications

• 3+ years of IT experience

Preferred Qualifications

• ITIL Certified
• Experience with ServiceNow

Education

• Bachelor’s degree in Information Technology or equivalent combination of education and experience

Pay Range
The typical pay range for this role is: $43,700.00 – $105,100.00.

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. 

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.