Senior Analyst, Operations Support

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

TPA & Payer Solutions is seeking an experienced Sr. Analyst, Application Support to support critical functions across four lines of business: Meritain, American Health Holdings, Network Account Business, and First Health. The ideal candidate will drive operational efficiency, ensure effective incident resolution, and support problem and change management strategies to promote the growth and stability of TPA & Payer Solutions.Key Responsibilities

Asset Management

• Maintain accurate inventory of IT assets using automated tools.
• Ensure compliance with licensing and regulatory requirements.
• Support asset optimization strategies to reduce costs and maximize ROI.

• Follow procedures for identifying, logging, and resolving incidents.
• Communicate effectively with stakeholders during incidents.
• Analyze incident data to identify trends and recommend improvements.

• Participate in root cause analysis for major incidents.
• Identify potential problems through trend analysis and system monitoring.
• Maintain a knowledge base of known errors and workarounds.

• Follow formal change control processes including risk and impact assessments.
• Assist in communicating planned changes and conducting post-implementation reviews.
• Ensure thorough documentation of all changes.

• Support risk assessments and prioritize critical business processes.
• Help implement and monitor backup and recovery procedures.
• Participate in testing and documentation of continuity and recovery plans.

• Minimum 5 years of experience in IT operations, with demonstrated expertise in:

• Asset lifecycle management
• Incident and problem resolution
• Change control processes
• Business continuity and disaster recovery planning

• ITIL v4 Foundation certification or higher.
• Experience in healthcare IT, payer systems, or third-party administrator (TPA) environments.
• Familiarity with enterprise asset management tools and reporting dashboards.
• Knowledge of risk assessment methodologies and disaster recovery testing protocols.
• Experience with process improvement frameworks such as Lean, Six Sigma, or Agile.
• Leadership experience in mentoring junior staff or leading cross-functional initiatives.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Equivalent experience or technical certifications may be considered in lieu of a degree.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.