[Hiring] Senior Analyst, Digital Operations @CVS Health

Role Description

Aetna Digital is seeking a Senior Application Support Analyst to join the Member Support and Operations team. This position is fully remote and involves supporting production needs with set coverage working hours, including potential extended shifts during peak periods (Open Enrollment).

Providing an exemplary experience for our members is central to this role. The Senior Application Support Analyst:

• Researches, diagnoses, triages, and resolves issues reported by members related to the Aetna member website and mobile app.
• Owns the member relationship from first report through issue closure.
• Collaborates closely with cross-functional teams on outage management, defect remediation, and continuous improvement initiatives.
• Must have advanced troubleshooting skills to address complex issues across digital, benefits, and claims platforms.
• Strong analytical, critical-thinking, and communication skills are essential to quickly identify root causes and provide clear updates.

Qualifications

• Strong analytical and critical-thinking skills, with the ability to assess complex issues under time constraints.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences.
• Advanced organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated experience working with enterprise systems and support tools in a regulated or benefits-driven environment.
• Proven ability to collaborate effectively across technical, operational, and product teams.

Requirements

• Prior experience in a customer service, claims, or IT service environment (preferred).
• Working knowledge of the Aetna member website and the Aetna Health mobile app from an end user perspective (preferred).
• Familiarity with ServiceNow, Medallia, and Quantum Metric or similar support and analytics platforms (preferred).
• Medicaid experience is a plus, but not required.
• Bachelor’s degree or equivalent work experience.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.