ServiceNow Business Analyst

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

* Fully Remote *

Job Description

This position is a role in the application management of the ITSM and Catalog Services modules in ServiceNow. The individual in this role will assist with the design, documentation of requirements, communication, and maintenance of the ServiceNow ITSM and Catalog Services modules to ensure our colleagues have the best experience and our COEs are supported in meeting their business needs. Liaising with Service Owners to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

As a member of the Service Management office, you will have a lead role in driving the healthcare transformation at CVS Health as the enterprise looks to leverage ServiceNow as the system of record for all things technology, HR interactions, and Procurement. You will be engaging with 700+ Service Owners from IT, Catalog Services and our Business Partners.  You will also partner with colleagues (Developers, Engineers, Business Analyst, Product Owners, Scrum Masters, Testers) on the platform supporting ITSM, Catalog Services, Platform Engineering, Operations, HRSD, PSM, CMDB, APM, and SPM.

Reporting to the Lead IT Director, this position is critical in supporting the development and implementation of the ServiceNow strategy while operational objectives and strategic business initiatives are met.

Job Responsibilities

  • Document technical design, delivery, maintenance, of enhancements and other responsibilities for ServiceNow. Including, but not limited to the Employee Center, Knowledge, Virtual Agent, Chat, and integrations with other applications to meet the business requirements.
  • Communicate and document technical elements for launching the product and subsequent future enhancements or other product roadmap implementations.
  • Document, communicate, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management for both autonomous ServiceNow matters and collaborative with business partners and IT counterparts.
  • Assist in production support for all ServiceNow modules. Monitor the health of the system, manage break/fix resolution, Develop and maintain a strong partnership with Procurement on the overall platform strategy and architecture.
  • Help dlad user testing for enhancement releases; this include engaging with requesters and developers to deliver with quality
  • Groom development stories
  • Accountable for keeping current on new ServiceNow releases and enhancements.
  • Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
  • Contribute to the enterprise strategy for colleague experience (within ServiceNow) and lead execution of ServiceNow delivery.
  • Participate within a group of business analysts and developers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
  • Liaise with the ServiceNow Platform team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
  • Help manage the communication of the priorities to stakeholders in a proactive manner.


  • 4+ years of ServiceNow Catalog Services or ITSM requirements gathering
  • 4+ years of grooming development stories in project management tools
  • 4+ Experience leading, engaging, and developing business analysts

Preferred Qualifications

  • Strong skillset in documentation, communications, tracking, reporting, risk management, and negotiation skills
  • Experience with Rally
  • Light ServiceNow configuration
  • Experience working in a SAFe Agile team or similar
  • Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
  • Customer obsessed. Experience influencing and consulting while solving business processes and / or technical problems to meet our customers where they are.

Pay Range

The typical pay range for this role is:

$73,500.00 – $150,000.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
For more detailed information on available benefits, please visit

We anticipate the application window for this opening will close on: 07/23/2024