Senior Knowledge Management Analyst - KCS & ITSM

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

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement savings options

Job summary

CVS Health is seeking a Senior Analyst for Knowledge Management (Governance & Adoption) to transform tribal knowledge into a governed CoE. You will champion KCS, partner with Service Owners, and ensure KM content is accurate and AI-ready for Dash.

The role focuses on lifecycle governance, cross-functional collaboration with ITSM and engineering, and embedding KM into daily operations to support enterprise knowledge needs.

Qualifications

• 3-5+ years of ITSM/Knowledge Management experience.
• Experience with KCS methodologies and ITIL/ITSM frameworks.
• Hands-on ServiceNow Knowledge Management, Incident, and Problem modules.

Responsibilities

• Drive adoption of Knowledge-Centered Service across teams.
• Analyze ticket trends and incidents to identify knowledge gaps and prioritize content.
• Map and catalog tribal knowledge and shadow repositories.
• Establish and enforce lifecycle governance for fresh, non-duplicate content.
• Partner with engineering teams to capture complex processes without slowing velocity.
• Act as liaison between KM, Incident, Problem, and Change Management.

Skills

ITSM

Knowledge Management

ServiceNow

Data analysis

Stakeholder management

Education

Bachelor's degree

Tools

ServiceNow

Job description

CVS Health is seeking a Senior Analyst for Knowledge Management (Governance & Adoption) to transform tribal knowledge into a governed CoE. You will champion KCS, partner with Service Owners, and ensure KM content is accurate and AI-ready for Dash.

The role focuses on lifecycle governance, cross-functional collaboration with ITSM and engineering, and embedding KM into daily operations to support enterprise knowledge needs.