Senior Analyst, Tech Infrastructure

About the role

CVS Health is seeking a Senior Analyst, IT Customer Service/Support within the Information Security & Technology Solutions (ISTS) team to support IT Problem Management. In this remote role, you will investigate and resolve IT problems using ServiceNow, collaborate with distributed IT teams, and maintain transparent communication with stakeholders while implementing strategies of accountability.

Responsibilities

• Build relationships across IT support organizations
• Run blameless problem analysis meetings
• Document remediation actions
• Lead problem records
• Enhance problem management processes
• Proactively prevent incidents
• Work closely with ITSM areas such as Incident Management, Reporting, SRE, and Change Management
• Communicate effectively across technical and executive audiences
• Drive continuous improvement leveraging AI, automation, and frameworks like ITIL, Agile, DevOps, or Kepner-Tregoe

Requirements

• 4+ years of ITSM or IT Operations experience
• Prior problem management expertise
• Strong analytical skills and systems knowledge
• Ability to build cross-functional relationships
• Bachelor’s degree in Information Technology or equivalent experience (4–5 years)
• Alignment with CVS Health’s Heart at Work values

Qualifications

• ITIL4 certification (preferred)
• ServiceNow experience (preferred)
• Exposure to emerging technologies such as AI and machine learning (preferred)

About the team

This role offers the opportunity to co-create value and enhance CVS Health’s IT environment in a fast-paced, collaborative setting within the Information Security & Technology Solutions (ISTS) team.