Aspect Mgmt; APM - Systems

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

This position will support our existing deployment of Aspect Performance Management (APM), a call and contact center reporting tool that is used to provide call center staff and management views into agent based statistics. The APM system aligns to workforce management tools and includes data from multiple source systems. Support is in technical development, administration, and customer service. Candidates will need strong SQL skills with SQL Server Management Studios (SSMS) experience.

Schedule is flexible and typically during standard business hours, but occasional support for releases and upgrades may require weekend and off‑hours time.

Prior experience with Workforce Management teams and tools as well as any other exposure to reporting of metrics in a large Call Center environment will be helpful.

• Support all APM admin functions
• APM new user security setup / update user security
• Five9 user setup / support
• Investigate data issues for all source feeds (requires ad‑hoc SQL)
• Re‑run failed data load job / ad‑hoc data load job run / re‑load data load job run
• Ad‑hoc APM user training
• Enter and resolve Aspect support cases
• Enter and resolve Aetna IT/DBA support issues
• Enter and resolve Five9 support issues
• Support weekend Aetna IT deployment as needed (scheduled MS security patch/server upgrade)
• Support APM weekend system deployment as needed (system issues/enhancements)

• User review & setup
• Org & Team review
• Run ad‑hoc reports

• Support custom APM Call/Chat feeds

• SQL Server Management Studio (SSMS)
• Ad hoc SQL query for data review and support
• Ad‑hoc SQL update/delete queries
• SQL Tables/Views/Index's (create/update/rebuild)
• SQL Agent job management

• SQL Server Integration Services (SSIS) support & development
• OLAP support & development
• MDX for OLAP/APM metrics

• Server troubleshooting/re‑boots (when necessary)

• Support APM/GCP call, chat and quality feeds.

• Alteryx / Dataiku
• GCP data load support
• Support for ad‑hoc APM DB exports
• Microsoft Office (Excel, Access, etc.)

We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in‑scope populations should be placed into a hybrid or office‑based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate.

Bachelors Degree or equivalent work experience

40

Full time

The typical pay range for this role is: $54,300.00 - $. 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.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.