Job Description
Sr Analyst,IT Cust Serv/Sup (412370)
locations CA – Work from home
time type Full time
job requisition id R0070363
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