Senior Analyst, AI Engineer

CVS Health

AI Engineer responsible for resolving user incidents and enhancing support documentation for the Claude platform. Collaborating with teams for training, feedback, and documentation improvement at CVS Health.

Posted 6/25/2026full-timeRemote • Rhode Island • 🇺🇸 United StatesSenior💰 $64,890 - $173,040 per yearWebsite

Tech Stack

Tools & technologies

JavaScriptPythonServiceNow

About the role

Key responsibilities & impact

Apply deep platform knowledge to resolve inbound incidents from end users — including how-to questions, error messages, bugs, and enhancement requests
Own ticket lifecycle in ServiceNow — intake, categorization, resolution or escalation, and closure documentation
Identify patterns in ticket volume and surface recurring issues to the product team for upstream fixes or KB updates
Escalate issues that require engineering intervention with well-documented technical context to accelerate resolution
Develop and maintain internal technical documentation covering platform behavior, troubleshooting workflows, and support guidance
Author public-facing self-service content for end users; partner with the Artey team to ensure documentation is integrated and surfaced through the platform
Calibrate all documentation for the appropriate audience — translating technical detail into clear, actionable guidance for end users and Tier 1 agents where needed
Partner with the IT Service Center to ensure Level 1 agents have access to the knowledge base content and troubleshooting guidance needed to resolve basic issues
Develop and deliver targeted training sessions for business units experiencing confusion or low adoption
Collect user feedback from support interactions and synthesize it into actionable recommendations for the product team
Partner with the Build team on automation development, feature testing, QA, and deployment validation
Contribute to documentation and process design for new capabilities as they are developed

Requirements

What you’ll need

2+ years of experience in a technical role involving automation, systems analysis, data engineering, or platform operations
2+ years producing technical documentation, workflow guides, or process materials in a professional environment
1+ year of experience working in an agile or evolving environment where processes and tools are actively being developed or refined
2+ years of demonstrated experience identifying, analyzing, and resolving issues with enterprise software platforms (preferred)
1+ year of experience authoring technical documentation, SOPs, workflow guides, or user-facing content (preferred)
1+ year of hands-on experience with an enterprise ticketing or incident management system (ServiceNow preferred)
Hands-on experience using the Anthropic Claude platform (Claude.ai or Claude for Enterprise)
Foundational knowledge of programming concepts (Python or JavaScript) or interest in developing those skills
Comfort working with APIs or an interest in learning how enterprise AI integrations are built
Experience in a large enterprise or healthcare/regulated environment (preferred)
Familiarity with AI tools or large language models beyond basic end-user usage (preferred)

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

automationsystems analysisdata engineeringplatform operationstechnical documentationworkflow guidesincident managementprogramming conceptsAPIsAI integrations

Soft Skills

problem solvingcommunicationcollaborationtraininguser feedback synthesisdocumentation calibrationaudience targetingtechnical writingprocess designissue resolution