Sr Analyst,Prod Serv/Suppt (Major Incident Management)

cation owners, varying levels of management, and other team members to plan and implement Incident, Problem, and Change management related process improvements, report service management metrics, and serve as a liaison to software vendors and various IT staff for multiple applications and their infrastructure.This role requires on-call availability during evenings, overnight hours, and weekends on a rotating schedule.Core Responsibilities:

• Serve as the first responder for major production issues for the Production Management support team.
• Lead major incident bridges, guiding resolver teams to achieve incident resolution within SLAs.
• Continuously assess business impact and communicate effectively across various groups and channels, including executive management.
• Engage necessary resources, including technical, product, and vendor personnel.
• Provide timely and accurate communication to all affected parties, including executive management.
• Maintain accurate incident and problem records in ticketing systems (e.g., JIRA, ServiceNow).
• Document incident timelines and remediation actions.
• Join forces with problem management in Root Cause Analysis (RCA), corrective actions through closure and proactive problem management.
• Prepare and present metrics, status and service health reports.
• Conduct training and knowledge-sharing sessions for various teams and new hires to support standardized processes.
• Drive the continuous improvement of service management processes and procedures to maintain high service quality.
• Regularly provide input and status updates for project tracking activities.
• Maintain the repository of troubleshooting documentation (Run book, Job Aids, Scripts, and Standard Operating procedures)
• Provide on-call support during non-business hours (team provides 24x7 support for incidents)
• Write scripts and automate as much of the production support as possible.
• Other duties as assigned

What are we looking for?

• 3 years of Production support experience and relevant experience in Service Now, DevOps, TechOps, Monitoring tools, and Process Improvements

• Preferred ITIL certification

• Ability to do complex, in-depth analysis and develop innovative methods to accelerate resolution with systems comprising custom developed products, SaaS, and other platforms.

• Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders.

• Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect.

• They must possess an operations-oriented mindset and a knack for technical firefighting, diagnostics, troubleshooting and problem solving.

• Experience with ticketing systems (e.g. ServiceNow, Jira Service Management) is strongly preferred

• US work authorization.

• Someone who embodies being "Oaky".

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Anticipated Weekly Hours
40Time Type
Full timePay Range

The typical pay range for this role is:$46,988.00 - $122,400.00This 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 06/23/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.