Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position Summary
The IT Customer Service/Support Analyst requires a highly skilled and passionate individual who thrives in challenging situations. The role is responsible for facilitating end-to-end management of IT incident response functions and IT support teams to restore services as quickly as possible while working to identify root-cause post incident. This role requires leading decentralized resources and steering them to quickly resolve business impacting outages. The role also requires a deep understanding of IT technologies and problem-solving capabilities to coach resources and teams towards finding the correct root cause.The ideal candidate will be action oriented, comfortable in dealing with ambiguity, have a detailed and in-depth quantitative and qualitative background, be creative, have solid conflict management skills, be customer focused, know how to build peer relationships, be able to both plan and execute on strategic objectives, and be both operationally and technically proficient. The candidate should be able to effectively demonstrate these skills at all levels of the company.You must be available on call in the evenings (overnight)/weekends in a revolving schedule rotation.Required Qualifications
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- 2+ years of proven IT experience
- 2+ years of experience using an ITSM Tool
- 2+ years of documented incident and problem response experience
- Must be available on call in the evenings/weekends one week per month
- ITIL, IT Service Management, Kepner Tregoe
- Exceptional communication and interpersonal skills (oral, auditory, and written).
- Capable of vocally leading a call for several hours at a time.
- Ability to facilitate the adoption of Incident/Problem/Change Management Process within an IT environment.
- A high level of knowledge of network systems/infrastructure management and process methodologies and practices.
- Strong knowledge of architecture and systems administration processes for UNIX, Linux, MF-Zseries, iSeries, Microsoft Systems, Network Methodology, and OSI model.
- Experience in Root Cause Analysis and data collection. Knowledge of 5 Why's Methodology of root cause analysis.
- Ability to interact with all levels of management both inside and outside of IS, to include vendor interactions.
- Capable of driving incidents with the Who, What, Where, When and Why approach
- Bachelor's degree or equivalent experience.
The typical pay range for this role is:$46,988.00 - $112,200.00This 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 Company policies.
For more detailed information on available benefits, please visit Benefits | CVS HealthWe anticipate the application window for this opening will close on: 02/15/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.