Senior Analyst, Knowledge Management

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary
The Senior Analyst, Knowledge Management (Governance & Adoption) plays a central role in transforming enterprise knowledge from siloed "tribal knowledge" into a governed Center of Excellence (CoE). This role focuses on driving culture change, championing Knowledge-Centered Service (KCS) practices, and establishing sustainable lifecycle governance across technical support and engineering organizations. Rather than acting as a traditional technical writer bottleneck, the Senior Analyst partners directly with service owners, engineering teams, and Proactive Problem Management to identify critical knowledge gaps, map undocumented workflows, and ensure knowledge bases remain trusted, accurate, and ready for enterprise AI ingestion (Dash).

Primary Job Duties & Responsibilities:

• Champion and drive the adoption of Knowledge-Centered Service (KCS) principles across Service Desk and technical support teams through active coaching, enablement, and workflow integration.
• Partner with Proactive Problem Management and ITSM stakeholders to analyze ServiceNow ticket trends, recurring incidents, and escalations to identify critical knowledge gaps and prioritize content creation.
• Conduct recurring discovery check-ins across IT and engineering teams to identify, map, and catalog fragmented "tribal knowledge" and shadow repositories (e.g., Google Drive, local repositories, decommissioned sites).
• Establish, monitor, and enforce lifecycle governance standards—including review cadences, expiration tracking, and archiving workflows—to keep content fresh and prevent stale or duplicate data from reaching AI search platforms.
• Partner with advanced Level 3 engineering teams to introduce flexible intake mechanisms that capture complex technical processes without imposing bureaucratic friction on engineering velocity.
• Serve as a cross-functional liaison between Knowledge Management, Incident Management, Problem Management, and Change Management to embed KM seamlessly into day-to-day operational workflows.

Required Qualifications

• 3–5+ years of experience in IT Service Management (ITSM), Knowledge Management, Technical Business Analysis, or IT Operations.
• Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM operational frameworks.
• Hands-on experience using ServiceNow (specifically Knowledge Management, Incident, and Problem modules) or an equivalent enterprise ITSM platform.
• Strong analytical skills with the ability to query, analyze, and interpret ticket trends and operational metrics to drive actionable documentation improvements.
• Proven coaching, stakeholder management, and change-enablement skills, with demonstrated success influencing technical teams without direct authority.

Preferred Qualifications

• KCS v6 Fundamentals or KCS v6 Practices Certification.
• ITIL 4 Foundation Certification.
• Experience operating within a Center of Excellence (CoE) model in a large, distributed enterprise environment.
• Familiarity with enterprise AI search tools, taxonomy/metadata structures, or preparing structured data for LLM ingestion.

Education
Bachelor’s degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and onBenefits Moments.

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