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CVS Health
is hiring
Senior Business Analyst
About Our Company
CVS Health is the leading health solutions company, delivering care like no one else can. We reach more people and improve the health of communities across America through our local presence, digital channels and over 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners.
Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day. Follow @CVSHealth on social media.
Job Description & Responsibilities
- This role can be fully remote, but candidate must sit within EST or CST time zone*
As a member of the Service Management office, you will have a lead role in driving the healthcare transformation at CVS Health as the enterprise looks to leverage ServiceNow as the system of record for all things technology, HR, and Procurement. You will be engaging with 700+ Service Owners from IT, Catalog Services and our Business Partners. You will also partner with colleagues (Developers, Engineers, Business Analyst, Product Owners, Scrum Masters, Testers) on the platform supporting ITSM, Catalog Services, Platform Engineering, Operations, HRSD, PSM, CMDB, APM, and SPM.
This position is a role in the application management of the ITSM module in ServiceNow. The individual in this role will assist with the design, documentation of requirements, communication, and maintenance of the ServiceNow ITSM module to ensure our colleagues have the best experience and our COEs are supported in meeting their business needs. Liaising with ITSM counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development. Reporting to the Lead IT Director, this position is critical in supporting the development and implementation of the ITSM strategy while operational objectives and strategic business initiatives are met.
- Document technical design, delivery, maintenance, of enhancements and other responsibilities for ServiceNow ITSM. Including, but not limited to the Incident Management, Change Management, Problem Management, Release Management, Knowledge, Virtual Agent, Chat, and integrations with other applications to meet the business requirements.
- Communicate and document technical elements for launching the product and subsequent future enhancements or other product roadmap implementations.
- Document, communicate, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management for both autonomous ITSM ServiceNow matters and collaborative with ITSM business partners, IT counterparts.
- Assist in production support for the ITSM module.
- Monitor the health of the system, manage break/fix resolution,
- Develop and maintain a strong partnership with ITSM counterparts on the overall platform strategy and architecture.
- Lead user testing for all enhancement releases; this includes engaging with requesters and developers to deliver with quality
- Accountable for keeping current on new ITSM releases and enhancements. Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
- Contribute to the enterprise strategy for colleague experience (within ServiceNow) and lead execution of ServiceNow ITSM delivery.
- Participate within a group of business analysts and developers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
- Liaise with the ServiceNow Platform team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
- Help manage the communication of the priorities to stakeholders in a proactive manner.
Requirements
Required Qualifications
- 5+ years of ServiceNow Business Analyst experience which includes ITSM (Incident, Change, Problem, Release Management) and catalogue automation
- 5+ years in documentation, ServiceNow ITSM testing, communications, tracking, reporting, risk management, and negotiation skills
- 5+ years of experience working in a SAFe Agile team or similar
- 5+ years translating complex requirements to hand over to development team
- 5+ years of ServiceNow testing of upgrades, incidents, and enhancements
- ITSM process documentation
Education
Bachelors or equivalent work experience
What we offer
The typical pay range for this role is:
$94,500.00 - $196,000.00
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Companypolicies.
