Description

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
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.

Primary Job Duties & 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

Key Competencies and Behavioral Requirements

• Demonstrates technical platform fluency by applying in-depth knowledge of enterprise AI tools to diagnose, triage, and resolve incidents with precision and speed.
• Applies analytical thinking to identify patterns in issue volume, documentation gaps, and adoption friction
• Produces clear, accurate, and audience-calibrated documentation - from internal engineering references to frontline agent guides - with consistent structure and professional quality.
• Works effectively across product, engineering, and IT Service Center teams - communicating technical context clearly to both technical and non-technical stakeholders.
• Manages competing priorities across support, documentation, and development responsibilities without loss of quality or accountability.
• Demonstrates a growth orientation toward platform engineering - actively building technical skills through collaboration with the development team and self-directed learning.
• Handles sensitive information and enterprise tooling with discretion, applying appropriate judgment in a regulated, large-scale environment.

Required Qualifications

• 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

Preferred Qualifications

• 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

Education

• Bachelor's degree in Information Systems, Computer Science, Communications, or a related field - or equivalent practical experience

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$64,890.00 - $173,040.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 07/04/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.