IT Operations Senior Analyst

Job DescriptionThis Sr Analyst IT Operations Specialist role within the Enterprise Command Center is to provide a single point of contact for resolving technical problems within the Retail environment in relation to tier 0 thru 2 applications. The ability to respond, diagnose and remediate issues affecting availability in a dynamic environment are key components of the position.ACCOUNTABILITY: The IS Lead Specialist is responsible for ensuring continuity of service and providing high quality support within the committed service levels. This includes guaranteeing that events, incidents, problems and requests are logged, escalated appropriately and resolved in the most effective manner-The Sr Analyst IT Operations Specialist provides prompt, professional customer service following specific guidelines on customer service while ensuring that problems are promptly addressed, documented and rectified, accurately and on time, with the proper follow-up.-Ensure all application change implementations satisfy Application Support Service Provider intake requirements.-Interface with the Application Managers and their Team Leads, Configuration Management, Production Control, CVS Caremark's Data Center, IS Service Center.-Support services in the following disciplines:--Event Management--Service Level Management--Incident Management--Problem ManagementThe Sr Analyst IT Operations Specialist will provide first level management and coaching to indirect reports. They must be able to react quickly and make critical decisions on a regular basis that impact store, corporate, and employee satisfaction. In addition to driving team performance through development and support of strategies tied to outstanding customer service, and adherence to quality standards and performance metrics.-Assist in the evaluation and discovery of application remediation opportunities and other discretionary services.-Recommend policies/procedures which will have a positive impact on either the team or the organization. Constant innovation is a key to success.% Time-Provide pro active "health checks" to ensure stability, accessibility and reliability of critical applications. 40%-Analyze reporting to identify trends and determine areas of opportunity within the documentation and training to maximize first point of contact resolution rate. 20%-Perform quality assurance monitoring on problems and requests to ensure that training is effective; the documentation is user-friendly and accurate; and an acceptable level of customer service is being provided. 10%-Maintain lead time visibility to the introduction of new applications and/or significantly changing applications to help ensure Operational Readiness on the part of Application Support Service Provider. 10%-Review Application Support reports and participate in problem determination & root cause analysis for system outages, SLA breaches and incident reporting. 10%`-Maintain daily operations including assisting the IS Technicians with event management, incident management, problem resolution and providing liaison and escalation support with support departments. 10%Required Qualifications- 3 + years of information technology experience.- 1 + years of experience with ServiceNow or similar ITSM tool.- 1+ years of experience with monitoring and network tools such as AppDynamics, SightScope, Splunk and Application Performance Management monitoring toolsCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications-Qualified candidates must demonstrate strong analytical, problem solving and interpersonal skills.-Must demonstrate flexibility and teamwork.-Possess and demonstrate strong customer service skills; including conflict resolutions and customer active listening skills.-A good understanding of overall CVS Caremark's organization, departments and their interdependencies, operational / functional accountability of each.-Experience with SolarWinds network monitoring tool.-Experience with AppDynamics, SightScope, Splunk, and Application Performance Management monitoring tools.-Must be self-directed, detailed oriented, organized and have excellent follow-up skills.-Ability to lead meetings, communicate effectively, to motivate and lead people, and be self-directed to drive execution to completion and organizational skills.-Ability to multi-task and support multiple projects while updating management and customers.EducationBachelor's degree or equivalent experience in an IT Infrastructure and Operations roleBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2024-11-02