Sr Analyst,Prod Serv/Suppt (Major Incident Management)

CVS Health; Montgomery (AL); Remote; USD 46,000 - 123,000; Full time

Job summary

A leading health solutions company seeks a Sr Analyst for Production Services/Support to bridge engineering and operations teams during production incidents. This role involves troubleshooting, process improvements, and communication across teams, requiring strong production support experience and excellent communication skills.

Benefits

Affordable medical plans

401(k) with matching

Stock purchase plan

Flexible work schedules

Paid time off

Family leave

No-cost wellness and support programs

Qualifications

• At least 3 years of production support experience.
• Preferred ITIL certification.
• Ability to perform complex analysis and develop innovative resolution methods.

Responsibilities

• Serve as the first responder for major production issues.
• Lead major incident bridges and guide resolver teams.
• Document incident timelines and remediation actions.

Skills

Production support experience

ServiceNow

DevOps

TechOps

Monitoring tools

Process improvements

Troubleshooting

Problem-solving

Excellent communication skills

Customer support skills

Education

ITIL certification

US work authorization

Tools

ServiceNow

JIRA

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues — caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.

Company:

Oak Street Health

Title:

Sr Analyst, Prod Serv/Suppt

Location:

Remote

Role Description:

As a Sr Analyst, Production Services/Support, your job will be to act as a bridge between the engineering and operations teams during production incidents, change management, and problem management. You will collaborate with application owners, management, and other team members to plan and implement process improvements, report service management metrics, and serve as a liaison to software vendors and IT staff for multiple applications and infrastructure.

This role requires on-call availability during evenings, overnight hours, and weekends on a rotating schedule.

Core Responsibilities:

1. Serve as the first responder for major production issues for the Production Management support team.
2. Lead major incident bridges, guiding resolver teams to achieve incident resolution within SLAs.
3. Assess business impact and communicate effectively across groups and channels, including executive management.
4. Engage necessary resources, including technical, product, and vendor personnel.
5. Provide timely and accurate communication to all affected parties, including executive management.
6. Maintain accurate incident and problem records in ticketing systems (e.g., JIRA, ServiceNow).
7. Document incident timelines and remediation actions.
8. Participate in Root Cause Analysis (RCA), corrective actions, and proactive problem management.
9. Prepare and present metrics, status, and service health reports.
10. Conduct training and knowledge-sharing sessions for teams and new hires.
11. Drive continuous improvement of service management processes and procedures.
12. Provide input and status updates for project tracking activities.
13. Maintain troubleshooting documentation (Run books, Job Aids, Scripts, SOPs).
14. Provide on-call support during non-business hours (team supports 24x7 incidents).
15. Write scripts and automate support processes where possible.
16. Other duties as assigned.

What are we looking for?

1. At least 3 years of production support experience, with relevant skills in ServiceNow, DevOps, TechOps, monitoring tools, and process improvements.
2. Preferred ITIL certification.
3. Ability to perform complex analysis and develop innovative resolution methods for systems including custom products, SaaS, and other platforms.
4. Excellent verbal and written communication skills for technical presentations and stakeholder engagement.
5. Strong customer support skills, including listening, rapport-building, and courtesy.
6. Operations-oriented mindset with troubleshooting, diagnostics, and problem-solving skills.
7. Experience with ticketing systems such as ServiceNow and Jira Service Management is preferred.
8. US work authorization.
9. Embodiment of the "Oaky" culture: positive energy, good intentions, excellence, ownership, and determination.

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Additional Details:

Anticipated weekly hours: 40

Time type: Full time

Pay range: $46,988 - $122,400, depending on experience, education, and location. Eligible for bonuses and incentives.

Benefits:

• Affordable medical plans, 401(k) with matching, stock purchase plan
• No-cost wellness and support programs
• Flexible work schedules, paid time off, family leave, and other benefits

For more info, visit https://jobs.cvshealth.com/us/en/benefits

Application deadline: 06/23/2025

Qualified applicants will be considered in accordance with applicable laws.