Knowledge Management Lead: Governance & Adoption

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

Benefits offered by this job

Medical, Dental, Vision

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health in California is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform siloed information into a governed Center of Excellence. You will champion KCS practices, collaborate with Service Desk, ITIL/ITSM teams, and engineering to identify gaps and ensure knowledge bases are accurate and AI-ready.

Responsibilities include driving lifecycle governance, partnering with problem management, and coaching teams to embed KM into daily workflows while supporting

Qualifications

• 3+ to 5+ years in ITSM, Knowledge Management, Technical Business Analysis, or IT Operations.
• Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM frameworks.
• Hands-on experience using ServiceNow Knowledge Management, Incident, and Problem modules.
• Strong analytical skills to query and interpret ticket trends and metrics.
• Proven coaching, stakeholder management, and change-enablement skills.

Responsibilities

• Champion and drive the adoption of Knowledge-Centered Service (KCS) across Service Desk and technical support teams through coaching and workflow integration.
• Partner with Problem Management and ITSM stakeholders to analyze ticket trends, incidents, and escalations to identify knowledge gaps and prioritize content creation.
• Conduct discovery checks to map tribal knowledge and shadow repositories and consolidate into standards.
• Establish and enforce lifecycle governance, review cadences, expiration tracking, and archiving workflows for fresh content.
• Collaborate with Level 3 engineering to capture complex processes without slowing velocity.
• Serve as a cross-functional liaison to embed KM into day-to-day operations.

Skills

ITSM

Knowledge Management

Technical Business Analysis

IT Operations

KCS

Education

Bachelor's degree

Tools

ServiceNow

Job description

CVS Health in California is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform siloed information into a governed Center of Excellence. You will champion KCS practices, collaborate with Service Desk, ITIL/ITSM teams, and engineering to identify gaps and ensure knowledge bases are accurate and AI-ready.

Responsibilities include driving lifecycle governance, partnering with problem management, and coaching teams to embed KM into daily workflows while supporting