Senior Analyst, Tech Infrastructure

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

Manage and resolve IT problems using ServiceNow and IT Problem Management practices
Coordinate with distributed IT teams and Incident Management to communicate with stakeholders
Run blameless problem analysis meetings and document remediation actions
Lead problem records to ensure stakeholder accountability and value realization
Perform proactive problem analysis and create documentation to prevent incidents
Maintain data integrity, analyze data, identify trends, and provide actionable insights
Contribute to enhancement of problem management processes and leverage automation/AI
Work closely with ITSM areas (Incident Management, Reporting, SRE, IT Change Management)
Steward problem records professionally and engage influential stakeholders

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 5 Whys, PPT, and other methodologies)
Strong people and communications skills (oral, auditory, written)
Ability to identify and participate in continuous improvements and leverage AI/automation
Knowledge of ITIL best practices; ITIL4 certification preferred
Experience using ServiceNow or similar ITSM platforms
Experience working in high-velocity IT organizations and prioritization skills
Knowledge or experience of enterprise infrastructure systems and system management processes
Strong process analysis and documentation skills
Ability to work remotely and coordinate with distributed teams across time zones
Bachelor’s degree in Information Technology or equivalent experience (4-5 years)