CVS Health is a health solutions company that provides integrated healthcare services to its members. The IT Customer Service/Support Analyst role focuses on managing IT incident response and support teams to restore services quickly while identifying root causes of incidents.
Facilitating end-to-end management of IT incident response functions
Leading decentralized resources
Steering them to quickly resolve business impacting outages
Working to identify root-cause post incident
Coaching resources and teams towards finding the correct root cause
Qualification
Required
2+ years of proven IT experience
2+ years of experience using an ITSM Tool
2+ years of documented incident and problem response experience
Must be available on call in the evenings/weekends one week per month
Bachelor’s degree or equivalent experience.
Preferred
ITIL, IT Service Management, Kepner Tregoe
Exceptional communication and interpersonal skills (oral, auditory, and written).
Capable of vocally leading a call for several hours at a time.
Ability to facilitate the adoption of Incident/Problem/Change Management Process within an IT environment.
A high level of knowledge of network systems/infrastructure management and process methodologies and practices.
Strong knowledge of architecture and systems administration processes for UNIX, Linux, MF-Zseries, iSeries, Microsoft Systems, Network Methodology, and OSI model.
Experience in Root Cause Analysis and data collection. Knowledge of 5 Why's Methodology of root cause analysis.
Ability to interact with all levels of management both inside and outside of IS, to include vendor interactions.
Capable of driving incidents with the Who, What, Where, When and Why approach
Benefits
Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
Glassdoor
3.1
Founded in 1963
Woonsocket, Rhode Island, USA
10001+ employees
https://www.cvshealth.com/
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
