Knowledge Management Lead, CoE & AI Readiness

CVS Health; Texas; Hybrid; USD 47,000 - 122,000; Full time

Job summary

CVS Health is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform enterprise knowledge into a governed Center of Excellence. You will champion Knowledge-Centered Service (KCS), align ITSM processes, and partner with Service Desk, Proactive Problem Management, and engineering to close knowledge gaps and enable AI-ready knowledge bases for Dash.

In this role you’ll drive lifecycle governance, coaching teams, and embedding KM into daily workflows while supporting

Qualifications

• 3–5+ years of experience in 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 (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 to drive documentation improvements.
• Proven coaching, stakeholder management, and change‑enablement skills, with demonstrated success influencing technical teams without direct authority.

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.
• 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 Level3 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 KM, Incident Management, Problem Management, and Change Management to embed KM into day-to-day operational workflows.

Skills

ITSM

Knowledge Management

ITIL/ITSM

ServiceNow

Analytical skills

Coaching/Change enablement

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

CVS Health is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform enterprise knowledge into a governed Center of Excellence. You will champion Knowledge-Centered Service (KCS), align ITSM processes, and partner with Service Desk, Proactive Problem Management, and engineering to close knowledge gaps and enable AI-ready knowledge bases for Dash.

In this role you’ll drive lifecycle governance, coaching teams, and embedding KM into daily workflows while supporting