Major IT Incident Management; Sr. Analyst

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

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

• 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.

• 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.