At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

Role Description:

The IT Service Management (ITSM) group is seeking a highly skilled and passionate individual to play a critical role in proactive problem management. In this role, you will be a key player in preventing recurring incidents and improving the overall user experience by identifying and resolving their root causes.

You will leverage industry’s best practices and lead investigations using advanced analytics, AI, and automation techniques to move beyond a reactive approach to problem-solving. Collaborating with various engineering, product, and support teams, you'll identify incident trends and develop action plans to fix them. Your success will be measured by a significant reduction in recurring incidents and the prevention of major service disruptions.

In addition to your proactive focus, you will be a vital part of our core ITSM functions, including Major Incident Management to resolve critical outages, Reactive Problem Management to drive post-mortem activities such as Root Cause Analysis (RCAs) and Change Management to ensure smooth and controlled system updates.

This role requires on-call availability during evenings, overnight hours, and weekends on a rotating schedule.

Core Responsibilities:

Proactive Problem Management:

• Analyze incident trends and historical data to proactively identify potential problems and recurring issues.

• Leverage advanced data mining and analytics to review incident data and identify patterns, themes, and anomalies that indicate underlying problems.

• Lead and execute deep-dive analyses to determine the root cause of systemic/major issues.

• Develop and implement long-term solutions to prevent the recurrence of incidents.

• Prepare and present findings and remediation plans to technical and business stakeholders.

• Use advanced data analytical, AI and automation techniques to review incident data and identify problems promptly, ensuring minimal impact to business operations. The ultimate goal is to discover and address issues before they escalate into major incidents.

• Lead in-depth investigations into the underlying causes of recurring incidents and service failures. You'll use structured methodologies like the "5 Whys" and fishbone diagrams to drive towards the root cause.

• Develop and drive the implementation of permanent solutions to eliminate the root causes of problems. You'll collaborate closely with engineering, development, and change management to ensure fixes are properly designed and implemented.

• Create and maintain a comprehensive Known Error Database (KEDB). This includes
  documenting problems, their root causes, and effective workarounds to minimize service impact.
  

Reactive Problem Management:

• Join forces with major incident management in Root Cause Analysis (RCA) and corrective actions through closure.

• Maintain accurate problem records in ticketing systems such as JIRA and ServiceNow.

• Document problem timelines and remediation actions.

• Provide expert support to your peers by assisting in post-mortem investigations into the root causes of major incidents.

• Coordinate with cross-functional teams to ensure a thorough investigation is completed.
  

Major Incident Management - Join forces with major incident function to:

• You will lead major incident bridges, guiding resolver teams to achieve incident resolution within SLAs.

• You will continuously assess business impact and communicate effectively across various groups and channels, including executive management.

• You will engage necessary resources, including technical, product, and vendor personnel.
  

Change Management:

• Assist with the review and approval of change requests to minimize risk. Ensure that changes are implemented in a controlled manner, following established procedures.
  

Other Responsibilities:

• Prepare and present metrics, status, and service health reports.

• Create and maintain a comprehensive Known Error Database (KEDB). Ensure all lessons learned are documented and shared across the IT organization.

• Track key performance indicators (KPIs) and generate reports to measure the effectiveness of the problem management process.

• Conduct training and knowledge-sharing sessions to support standardized processes for various teams and new hires.

Required Qualifications

• Minimum 5+ years of experience in IT Service Management, with a focus on Problem Management or Major Incident Management.

• Advanced verbal and written communication skills to present/explain technical knowledge and provide advice to stakeholders.

• Proven ability to conduct and lead Root Cause Analysis (RCA) investigations.

• Strong analytical and problem-solving skills.

Preferred Qualifications

• Certifications: ITIL Certification.

• Experience with ticketing systems like ServiceNow and Jira Service Management is strongly preferred.

• Experience with AI, data mining/analytics, and automation tools and techniques is preferred.

• Knowledge or experience with a wide range of enterprise technologies, including cloud technologies (Azure/AWS), distributed services, network, and microservices is a plus.

Education

A Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent practical experience is required.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.