Senior Analyst, Digital Operations

CVS Health•Hartford, CT

2d•Remote

About The Position

Aetna Digital is seeking a Senior Application Support Analyst to join the Member Support and Operations team. To support production needs, the individual hired will have set coverage working hours, with the potential for extended shifts during peak periods (Open Enrollment). This position is fully remote. Providing an exemplary experience for our members is central to this role. The Senior Application Support Analyst researches, diagnoses, triages, and resolves issues reported by members related to the Aetna member website and mobile app. We own the member relationship from first report through issue closure. This position is critical to improving the overall member experience and achieving the satisfaction that comes from fully resolving a member’s issue. The candidate must have advanced troubleshooting skills to address complex issues across digital, benefits, and claims platforms; serve as an escalation point beyond the Member Support and Operations team. In this role, you will collaborate closely with cross‑functional teams on outage management, defect remediation, and continuous improvement initiatives. Strong analytical, critical‑thinking, and communication skills are essential to quickly identify root causes, provide clear and timely updates, and deliver meaningful resolution details to members throughout the lifecycle of an issue.

Requirements

Strong analytical and critical-thinking skills, with the ability to assess complex issues under time constraints.
Excellent written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences.
Advanced organizational skills with the ability to manage multiple priorities simultaneously.
Demonstrated experience working with enterprise systems and support tools in a regulated or benefits-driven environment.
Proven ability to collaborate effectively across technical, operational, and product teams.

Nice To Haves

Prior experience in a customer service, claims, or IT service environment.
Working knowledge of the Aetna member website and the Aetna Health mobile app from an end user perspective.
Familiarity with ServiceNow, Medallia, and Quantum Metric or similar support and analytics platforms.
Medicaid experience is a plus, but not required

Responsibilities

Perform in‑depth triage and analysis to quickly identify root causes of complex issues impacting members, ensuring resolution within established SLAs.
Leverage technical tools and domain systems to investigate defects across multiple platforms and accurately determine issue sources.
Apply deep knowledge of plan benefit designs, benefit application, and claims processing rules to support effective issue resolution.
Develop, document, and communicate clear workarounds and resolutions in easy‑to‑understand language for members and customer service teams.
Collaborate with peers, product teams, and cross‑functional support groups (including GPS, DMD, MEA, HRP, GPS, EWM/ACAS, and others) to deliver end‑to‑end resolution for escalated issues.
Identify, track, and report recurring issues, trends, and potential defects; provide actionable insights and recommendations to product and leadership teams.
Support planned and unplanned system outages by coordinating notifications, impact assessments, and ongoing communication with stakeholders.
Review member feedback to proactively identify risks, emerging trends, or degradation in system performance.
Contribute to continuous process improvement by developing job aids, reference materials, communication templates, and participating in special projects.