Senior Process Analyst
Boeing
ITSMServiceNow
Senior Analyst, Tech Infrastructure
CVS Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $46,988 - $102,000 per year
Job Level
Senior
Tech Stack
ITSMServiceNow
About the role
- 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
Requirements
- 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)
