The IT Service Center is responsible for enterprise CVS corporate IT support. This role is responsible for reporting on operational performance of the call center.

Job Description:

We are seeking a highly skilled Senior Data Engineer to join our team. As an expert in reporting methodologies and tools, you will be responsible for designing, developing, and maintaining reporting dashboard, reports and solutions for our service desk operations. Your insights and analysis will be crucial in optimizing service desk performance and driving continuous improvement initiatives.

Responsibilities /Duties:

Design and develop reporting dashboards, reports and solutions to track and analyze service desk metrics, including but not limited to ticket volume, call category types, resolution times, customer satisfaction scores, and first-call resolution rates. Collaborate with stakeholders to understand reporting requirements and translate them into actionable insights. Implement best practices for data visualization (PowerBI, ServiceNow Performance Analytics) and dashboard design to effectively communicate key performance indicators (KPIs) and trends. Maintain and enhance existing reporting infrastructure, ensuring data accuracy, reliability, and integrity. Conduct regular audits to validate data quality and identify opportunities for process optimization. Serve as a subject matter expert on reporting tools and methodologies, providing guidance and training to service desk staff as needed. Stay current with industry trends and emerging technologies in reporting and analytics, recommending improvements to enhance reporting capabilities. Actively participate in cross-functional projects and initiatives to support the overall goals of the service desk and IT organization.

Required Skills:

• 5+ years experience performing reporting duties in PowerBI, Tableau or other commensurate reporting platforms
• 2+ years of experience performing reporting duties for a call center

Preferred skills:

• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
• Excellent communication skills with the ability to present technical information clearly and concisely to both technical and non-technical audiences.
• Demonstrated experience in data analytics to create/run reports, present observations and assessments on what the data is showing.
• Experience working in a call center, service desk or IT support environment is highly desirable.
• Familiarity with IT service management (ITSM) frameworks such as ITIL is a plus. Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong attention to detail and a commitment to delivering high-quality results.

Education:

• Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

Pay Range

The typical pay range for this role is:

$83,430.00 - $166,860.00

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 Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 11/23/2024

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