[Hiring] Senior Analyst, Knowledge Management @CVS Health

Role Description

The Senior Analyst, Knowledge Management (Governance & Adoption) plays a central role in transforming enterprise knowledge from siloed "tribal knowledge" into a governed Center of Excellence (CoE). This role focuses on driving culture change, championing Knowledge-Centered Service (KCS) practices, and establishing sustainable lifecycle governance across technical support and engineering organizations.

• Champion and drive the adoption of Knowledge-Centered Service (KCS) principles across Service Desk and technical support teams through active coaching, enablement, and workflow integration.
• Partner with Proactive Problem Management and ITSM stakeholders to analyze ServiceNow ticket trends, recurring incidents, and escalations to identify critical knowledge gaps and prioritize content creation.
• Conduct recurring discovery check-ins across IT and engineering teams to identify, map, and catalog fragmented "tribal knowledge" and shadow repositories (e.g., Google Drive, local repositories, decommissioned sites).
• Establish, monitor, and enforce lifecycle governance standards—including review cadences, expiration tracking, and archiving workflows—to keep content fresh and prevent stale or duplicate data from reaching AI search platforms.
• Partner with advanced Level 3 engineering teams to introduce flexible intake mechanisms that capture complex technical processes without imposing bureaucratic friction on engineering velocity.
• Serve as a cross-functional liaison between Knowledge Management, Incident Management, Problem Management, and Change Management to embed KM seamlessly into day-to-day operational workflows.

Qualifications

• 3–5+ years of experience in IT Service Management (ITSM), Knowledge Management, Technical Business Analysis, or IT Operations.
• Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM operational frameworks.
• Hands-on experience using ServiceNow (specifically Knowledge Management, Incident, and Problem modules) or an equivalent enterprise ITSM platform.
• Strong analytical skills with the ability to query, analyze, and interpret ticket trends and operational metrics to drive actionable documentation improvements.
• Proven coaching, stakeholder management, and change-enablement skills, with demonstrated success influencing technical teams without direct authority.

Preferred Qualifications

• KCS v6 Fundamentals or KCS v6 Practices Certification.
• ITIL 4 Foundation Certification.
• Experience operating within a Center of Excellence (CoE) model in a large, distributed enterprise environment.
• Familiarity with enterprise AI search tools, taxonomy/metadata structures, or preparing structured data for LLM ingestion.

Education

• Bachelor’s degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.

Anticipated Weekly Hours

• 40

Time Type

• Full time

Pay Range

The typical pay range for this role is: $46,988.00 - $122,400.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.