IT Customer Service Analyst

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

Summary
A detail-oriented content role focused on maintaining and improving IT support articles through collaboration, AI-assisted tools, and adherence to organizational standards.

Description
The ITSC Knowledge Management Specialist is responsible for the quality, accuracy, and consistency of IT support content. This position is well-suited for a self-starter who can independently manage priorities while building strong working relationships across the organization.

Key Responsibilities

• Self-directed work management — Independently organizes and prioritizes daily tasks with minimal supervision, demonstrating strong initiative and follow-through.
• Stakeholder collaboration — Builds and maintains working relationships with application owners and subject-matter experts to coordinate content updates, verify accuracy, and manage annual article review cycles.
• Review cycle coordination — Proactively follows up with stakeholders to keep article reviews on track and ensure timely completion.
• AI-assisted content development — Uses Claude to analyze project meeting discussions, identify the most relevant information, and incorporate those insights into accurate, well-written support articles.
• Policy and standards compliance — Reviews all support articles to ensure they align with established ITSC policies, procedures, and formatting guidelines before publication.
• Article consolidation — Leverages Claude to identify articles covering similar topics, then merges and rewrites them to eliminate redundancy, improve clarity, and ensure consistent formatting.
• Formatting and quality control — Applies AI and Knowledge Team formatting standards across all content to maintain a consistent, professional, and user-friendly knowledge base.

Required Qualifications
3 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

Preferred Qualifications
5 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

Education
High school diploma or equivalent. Relevant job 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 on Benefits Moments.

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