Senior Analyst, AI Engineer

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🔥 0 minutes ago

⚓ Rhode Island – Remote

⚓ Rhode Island – Remote

💵 $64.9k - $173k / year

⏰ Full Time

🟠 Senior

🤖 AI Engineer

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• 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

🎯 Requirements

• 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 • 2+ years of demonstrated experience identifying, analyzing, and resolving issues with enterprise software platforms (preferred) • 1+ year of experience authoring technical documentation, SOPs, workflow guides, or user-facing content (preferred) • 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 (preferred) • Familiarity with AI tools or large language models beyond basic end-user usage (preferred)

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • retirement savings options • wellness programs • other resources, based on eligibility