Senior Manager, Knowledge Management

CVS Health

Enterprise Knowledge Management Leader at CVS Health driving KM strategy and enhancing self-service capabilities. Championing a knowledge-first culture and integrating knowledge management with IT processes.

Posted 6/21/2026full-timeRemote • Idaho, Pennsylvania, Texas • 🇺🇸 United StatesSenior💰 $67,900 - $199,144 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

drive KM strategy and roadmap across all IT domains
champion a collaborative, "knowledge-first" culture across IT Services
implement a "shift-left" strategy to increase self-service capabilities
embed knowledge capture into daily engineering workflows
consolidate fragmented knowledge bases into a central ITSM platform
chair a cross-functional Knowledge Governance Board
integrate Knowledge Management with CMDB processes to ensure technical documentation is accurately mapped to Configuration Items (CIs)

Requirements

What you’ll need

7 years of experience scaling Knowledge Management within complex Infrastructure & Operations (I&O) environments.
Experience managing enterprise ITSM knowledge platforms (e.g ServiceNow), including hands-on experience leveraging CMDB for impact analysis and article mapping.
Deep expertise in Knowledge-Centered Service (KCS), ITIL frameworks, and Configuration Management best practices.
Strong background in designing technical taxonomies, metadata, and establishing unified content policies and lifecycles.
Proven track record as a data-driven, process-oriented leader who can use metrics (deflection rates, search gaps) to prove ROI, while diplomatically uniting highly technical, distinct teams.

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Knowledge ManagementITSMCMDBKnowledge-Centered Service (KCS)ITILtechnical taxonomiesmetadatacontent policiesimpact analysisarticle mapping

Soft Skills

collaborativedata-drivenprocess-orientedleadershipdiplomaticunifying teams