Senior Analyst, Knowledge Management

CVS Health•Work At Home-Texas, TX

3d•$46,988 - $122,400

About The Position

The Senior Analyst, Knowledge Management (Governance & Adoption) helps transform enterprise knowledge from siloed tribal knowledge into a governed Center of Excellence. The role drives culture change, champions Knowledge-Centered Service (KCS) practices, and establishes sustainable lifecycle governance across technical support and engineering organizations. Working with service owners, engineering teams, and Proactive Problem Management, the Senior Analyst identifies knowledge gaps, maps undocumented workflows, and helps keep knowledge bases trusted, accurate, and ready for enterprise AI ingestion.

Requirements

3–5+ years of experience in IT Service Management (ITSM), Knowledge Management, Technical Business Analysis, or IT Operations.
Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM operational frameworks.
Hands-on experience using ServiceNow Knowledge Management, Incident, and Problem modules, or an equivalent enterprise ITSM platform.
Strong analytical skills, including the ability to query, analyze, and interpret ticket trends and operational metrics to drive documentation improvements.
Proven coaching, stakeholder management, and change-enablement skills, with success influencing technical teams without direct authority.

Nice To Haves

KCS v6 Fundamentals or KCS v6 Practices Certification.
ITIL 4 Foundation Certification.
Experience operating within a Center of Excellence (CoE) model in a large, distributed enterprise environment.
Familiarity with enterprise AI search tools, taxonomy and metadata structures, or preparing structured data for LLM ingestion.
Bachelor’s degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.

Responsibilities

Champion and drive adoption of Knowledge-Centered Service (KCS) principles across Service Desk and technical support teams through coaching, enablement, and workflow integration.
Partner with Proactive Problem Management and ITSM stakeholders to analyze ServiceNow ticket trends, recurring incidents, and escalations; identify knowledge gaps and prioritize content creation.
Conduct recurring discovery check-ins across IT and engineering teams to identify, map, and catalog fragmented tribal knowledge and shadow repositories.
Establish, monitor, and enforce lifecycle governance standards, including review cadences, expiration tracking, and archiving workflows, to keep content current and prevent stale or duplicate data from reaching AI search platforms.
Partner with Level 3 engineering teams to introduce flexible intake mechanisms for capturing complex technical processes without imposing unnecessary friction on engineering velocity.
Serve as a cross-functional liaison between Knowledge Management, Incident Management, Problem Management, and Change Management to embed knowledge management into operational workflows.