Senior Analyst, AI Engineer
About The Position
CVS Health is seeking a Sr. Analyst, AI Engineer to join our growing AI Product team. This role sits at the intersection of technical platform expertise and enterprise adoption — combining hands-on experience with AI tools, automation, and integration work with the practical responsibility of supporting the colleagues who use them. You will bring deep knowledge of the Claude platform to bear across the full lifecycle: building, documenting, enabling, and supporting. It is a role designed for someone who understands the product well enough to support it, and is technically capable enough to help build it. Strong performers will have a clear path into a development-focused role on the Build team over time.
Requirements
- 2+ years of experience in a technical role involving automation, systems analysis, data engineering, or platform operations
- 2+ years producing technical documentation, workflow guides, or process materials in a professional environment
- 1+ year of experience working in an agile or evolving environment where processes and tools are actively being developed or refined
- Bachelor’s degree in Information Systems, Computer Science, Communications, or a related field — or equivalent practical experience
Nice To Haves
- 2+ years of demonstrated experience identifying, analyzing, and resolving issues with enterprise software platforms
- 1+ year of experience authoring technical documentation, SOPs, workflow guides, or user-facing content
- 1+ year of hands-on experience with an enterprise ticketing or incident management system (ServiceNow preferred)
- Hands-on experience using the Anthropic Claude platform (Claude.ai or Claude for Enterprise)
- Foundational knowledge of programming concepts (Python or JavaScript) or interest in developing those skills
- Comfort working with APIs or an interest in learning how enterprise AI integrations are built
- Experience in a large enterprise or healthcare/regulated environment
- Familiarity with AI tools or large language models beyond basic end-user usage
Responsibilities
- Apply deep platform knowledge to resolve inbound incidents from end users — including how-to questions, error messages, bugs, and enhancement requests
- Own ticket lifecycle in ServiceNow — intake, categorization, resolution or escalation, and closure documentation
- Identify patterns in ticket volume and surface recurring issues to the product team for upstream fixes or KB updates
- Escalate issues that require engineering intervention with well-documented technical context to accelerate resolution
- Develop and maintain internal technical documentation covering platform behavior, troubleshooting workflows, and support guidance
- Author public-facing self-service content for end users; partner with the Artey team to ensure documentation is integrated and surfaced through the platform
- Calibrate all documentation for the appropriate audience — translating technical detail into clear, actionable guidance for end users and Tier 1 agents where needed
- Partner with the IT Service Center to ensure Level 1 agents have access to the knowledge base content and troubleshooting guidance needed to resolve basic issues
- Develop and deliver targeted training sessions for business units experiencing confusion or low adoption
- Collect user feedback from support interactions and synthesize it into actionable recommendations for the product team
- Partner with the Build team on automation development, feature testing, QA, and deployment validation
- Contribute to documentation and process design for new capabilities as they are developed
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
