IT Customer Service Analyst

CVS Health is a company focused on building a more connected and compassionate health experience. The IT Customer Service Analyst will maintain and improve IT support articles, ensuring quality and accuracy through collaboration and adherence to standards.

Responsibilities:

• Self-directed work management — Independently organizes and prioritizes daily tasks with minimal supervision, demonstrating strong initiative and follow-through
• Stakeholder collaboration — Builds and maintains working relationships with application owners and subject-matter experts to coordinate content updates, verify accuracy, and manage annual article review cycles
• Review cycle coordination — Proactively follows up with stakeholders to keep article reviews on track and ensure timely completion
• AI-assisted content development — Uses Claude to analyze project meeting discussions, identify the most relevant information, and incorporate those insights into accurate, well-written support articles
• Policy and standards compliance — Reviews all support articles to ensure they align with established ITSC policies, procedures, and formatting guidelines before publication
• Article consolidation — Leverages Claude to identify articles covering similar topics, then merges and rewrites them to eliminate redundancy, improve clarity, and ensure consistent formatting
• Formatting and quality control — Applies AI and Knowledge Team formatting standards across all content to maintain a consistent, professional, and user-friendly knowledge base

Requirements:

• 3 years experience, working in a knowledge role, preferably with ServiceNow knowledge
• High school diploma or equivalent. Relevant job experience
• 5 years experience, working in a knowledge role, preferably with ServiceNow knowledge