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# Senior Analyst, Knowledge Management

- **Company:** CVS Health
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $46,988.0 - $122,400.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Information Technology Operations, Knowledge Management, Search Technologies, Google Drive, Large Language Models, Enterprise Integration, Servicenow
- **Published:** October 20, 2026
- **Apply:** https://dejobs.org/x/x/89FE4316C6884B0D96D1786AF0AB78EC/job/

## About the Role

* 3-5+ years of experience in IT Service Management (ITSM), Knowledge Management, Technical Business Analysis, or IT Operations.
 * Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM operational frameworks.
 * Hands-on experience using ServiceNow (specifically Knowledge Management, Incident, and Problem modules) or an equivalent enterprise ITSM platform.
 * Strong analytical skills with the ability to query, analyze, and interpret ticket trends and operational metrics to drive actionable documentation improvements.
 * Proven coaching, stakeholder management, and change-enablement skills, with demonstrated success influencing technical teams without direct authority.

Preferred Qualifications

 * KCS v6 Fundamentals or KCS v6 Practices Certification.
 * ITIL 4 Foundation Certification.
 * Experience operating within a Center of Excellence (CoE) model in a large, distributed enterprise environment.
 * Familiarity with enterprise AI search tools, taxonomy/metadata structures, or preparing structured data for LLM ingestion., Bachelor's degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.

## Description

The Senior Analyst, Knowledge Management (Governance & Adoption) plays a central role in transforming enterprise knowledge from siloed "tribal knowledge" into a governed Center of Excellence (CoE). This role focuses on driving culture change, championing Knowledge-Centered Service (KCS) practices, and establishing sustainable lifecycle governance across technical support and engineering organizations. Rather than acting as a traditional technical writer bottleneck, the Senior Analyst partners directly with service owners, engineering teams, and Proactive Problem Management to identify critical knowledge gaps, map undocumented workflows, and ensure knowledge bases remain trusted, accurate, and ready for enterprise AI ingestion (Dash).

Primary Job Duties & Responsibilities:

 * Champion and drive the adoption of Knowledge-Centered Service (KCS) principles across Service Desk and technical support teams through active coaching, enablement, and workflow integration.
 * Partner with Proactive Problem Management and ITSM stakeholders to analyze ServiceNow ticket trends, recurring incidents, and escalations to identify critical knowledge gaps and prioritize content creation.
 * Conduct recurring discovery check-ins across IT and engineering teams to identify, map, and catalog fragmented "tribal knowledge" and shadow repositories (e.g., Google Drive, local repositories, decommissioned sites).
 * Establish, monitor, and enforce lifecycle governance standards-including review cadences, expiration tracking, and archiving workflows-to keep content fresh and prevent stale or duplicate data from reaching AI search platforms.
 * Partner with advanced Level 3 engineering teams to introduce flexible intake mechanisms that capture complex technical processes without imposing bureaucratic friction on engineering velocity.
 * Serve as a cross-functional liaison between Knowledge Management, Incident Management, Problem Management, and Change Management to embed KM seamlessly into day-to-day operational workflows.