IT Customer Service Analyst

CVS Health•Work At Home-Wisconsin, WI

1d•$21 - $41

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Summary: A detail-oriented content role focused on maintaining and improving IT support articles through collaboration, AI-assisted tools, and adherence to organizational standards. Description: The ITSC Knowledge Management Specialist is responsible for the quality, accuracy, and consistency of IT support content. This position is well-suited for a self-starter who can independently manage priorities while building strong working relationships across the organization.

Requirements

3 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

Nice To Haves

5 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

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.