Senior Analyst, Knowledge Management & CoE Governance

CVS Health; Austin (TX); On-site; USD 47,000 - 122,000; Full time

Job summary

CVS Health in the United States is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform siloed 'tribal knowledge' into a governed Center of Excellence. The role emphasizes culture change, champions Knowledge-Centered Service (KCS), and builds sustainable lifecycle governance across IT support and engineering to ensure knowledge bases are trusted and AI-ready.

You will partner with service owners, engineering teams, and Problem Management to identify knowledge gaps,

Qualifications

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

Responsibilities

• Champion and drive the adoption of KCS across Service Desk and technical support teams.
• Partner with Proactive Problem Management and ITSM stakeholders to analyze ticket trends and identify knowledge gaps.
• Conduct discovery to map tribal knowledge and shadow repositories.
• Establish and enforce lifecycle governance standards for content freshness and archiving.
• Collaborate with engineering teams to capture complex processes without slowing velocity.
• Serve as a liaison between KM, Incident, Problem, and Change Management to embed KM in workflows.

Skills

ITSM

Knowledge Management

KCS

ITIL

ServiceNow

Analytical skills

Coaching

Education

Bachelor's degree

Tools

ServiceNow

Job description

CVS Health in the United States is seeking a Senior Analyst, Knowledge Management (Governance & Adoption) to transform siloed 'tribal knowledge' into a governed Center of Excellence. The role emphasizes culture change, champions Knowledge-Centered Service (KCS), and builds sustainable lifecycle governance across IT support and engineering to ensure knowledge bases are trusted and AI-ready.

You will partner with service owners, engineering teams, and Problem Management to identify knowledge gaps,