CVS Health is seeking a Senior Analyst, IT Customer Service/Support within the Information Security & Technology Solutions (ISTS) team to support IT Problem Management. In this role, you will investigate and resolve IT problems using ServiceNow, collaborate with distributed IT teams, and maintain transparent communication with stakeholders while implementing strategies of accountability. Key responsibilities include building relationships across IT support organizations, running blameless problem analysis meetings, documenting remediation actions, leading problem records, enhancing problem management processes, proactively preventing incidents, and working closely with ITSM areas such as Incident Management, Reporting, SRE, and Change Management. The ideal candidate will be adaptable, skilled in communication across technical and executive audiences, and committed to continuous improvement leveraging AI, automation, and frameworks like ITIL, Agile, DevOps, or Kepner-Tregoe. Strong analytical skills, systems knowledge, and the ability to build cross-functional relationships are required, along with 4+ years of ITSM or IT Operations experience, prior problem management expertise, and alignment with CVS Health’s Heart at Work values. Preferred qualifications include ITIL4 certification, ServiceNow experience, and exposure to emerging technologies such as AI and machine learning. A bachelor’s degree in Information Technology or equivalent experience (4–5 years) is required. This remote role offers the opportunity to co-create value and enhance CVS Health’s IT environment in a fast-paced, collaborative setting.