> Markdown version of [/jobs/ext/1789278-it-customer-service-analyst](https://www.wearedevelopers.com/jobs/ext/1789278-it-customer-service-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Customer Service Analyst - **Company:** CVS Health - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $43,888.0 - $85,072.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Knowledge Management, Servicenow - **Published:** July 16, 2026 - **Apply:** https://dejobs.org/x/x/48643DFF59064DB99B33A0120D96915E/job/ ## About the Role 3 years experience, working in a knowledge role, preferably with ServiceNow knowledge., 5 years experience, working in a knowledge role, preferably with ServiceNow knowledge., High school diploma or equivalent. Relevant job experience. ## Description A detail-oriented content role focused on maintaining and improving IT support articles through collaboration, AI-assisted tools, and adherence to organizational standards., The ITSC Knowledge Management Specialist is responsible for the quality, accuracy, and consistency of IT support content. This position is well-suited for a self-starter who can independently manage priorities while building strong working relationships across the organization., * Self-directed work management - Independently organizes and prioritizes daily tasks with minimal supervision, demonstrating strong initiative and follow-through. * Stakeholder collaboration - Builds and maintains working relationships with application owners and subject-matter experts to coordinate content updates, verify accuracy, and manage annual article review cycles. * Review cycle coordination - Proactively follows up with stakeholders to keep article reviews on track and ensure timely completion. * AI-assisted content development - Uses Claude to analyze project meeting discussions, identify the most relevant information, and incorporate those insights into accurate, well-written support articles. * Policy and standards compliance - Reviews all support articles to ensure they align with established ITSC policies, procedures, and formatting guidelines before publication. * Article consolidation - Leverages Claude to identify articles covering similar topics, then merges and rewrites them to eliminate redundancy, improve clarity, and ensure consistent formatting. * Formatting and quality control - Applies AI and Knowledge Team formatting standards across all content to maintain a consistent, professional, and user-friendly knowledge base. ## Related Videos - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [The Future of Knowledge Retention: AI-Driven HR Transformation](https://www.wearedevelopers.com/videos/100047-the-future-of-knowledge-retention-ai-driven-hr-transformation) ## Related Articles - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)