Senior Business-Technical Operations; e.Policies Analyst

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.

Aetna is looking for a Senior Business-Technical Operations Analyst to join the Service Operations Business Technology Solutions and Services team. This role offers an opportunity to build on your Service Operations knowledge while helping improve how e.Policies supports colleagues across the enterprise. You will work with business, operational, and DDAT partners to turn policy and process changes into well‑governed platform updates, support enhancements from intake through implementation, maintain documentation and controls, and use data and tools to improve how colleagues find, understand, and use policy content.

• Support day‑to‑day e.Policies platform operations, from intake through implementation, including requirements capture, impact assessment, status tracking, validation, and completion
• Translate policy, process, and operational changes into governed platform updates, including content structure, metadata, taxonomy, and publishing requirements
• Maintain documentation and change records that support traceability, governance, audit readiness, and release coordination
• Review platform content, metadata, and configuration outputs for accuracy, usability, and alignment with governance standards and business direction
• Support enhancements by documenting business needs, validating downstream impacts, testing outcomes, and coordinating implementation readiness with partners
• Partner with cross‑functional teams to align dependencies across content, workflow, search, and operational handling requirements
• Monitor platform quality, turnaround times, and usage patterns to identify improvement opportunities and reduce manual effort or rework
• Research and resolve platform‑related questions tied to e.Policies content, historical changes, search results, and operational impacts
• Use reporting, analytics, AI‑enabled tools, and platform data to improve content quality, search effectiveness, workflow efficiency, and overall user experience

• 3+ years of experience in Service Operations call and/or claim functions, including policy, process, content, platform support, or a related business operations function
• Experience working with web‑based platforms, structured content, or business systems that use technologies such as HTML, CSS, JavaScript, APIs, or related tools
• Experience using e.Policies and working with content management platforms, workflow or intake tools, internal business systems, or documentation repositories that support operational content and change tracking
• Strong written, verbal, analytical, and problem‑solving skills, with the ability to communicate clearly across business and operational teams

• Experience in Aetna Service Operations call and/or claim functions, including policy, process, content, or platform support
• Experience supporting enterprise web applications or digital tools, including responsive and accessible solutions
• Working knowledge of JavaScript or related web technologies that support platform behavior, content presentation, or user experience
• Experience with cloud technologies and data‑driven platforms, including Quickbase or a solid understanding of relational database design
• Experience with complex operational requirements that affect policy handling logic, workflow routing, or content interpretation
• Ability to manage multiple work streams, assess platform and process impacts, and adapt effectively in a fast‑paced, changing environment
• Strong stakeholder management skills and the ability to partner effectively across business, operational, and support teams during change implementation

• Bachelor's Degree in an IT related field or equivalent experience

Anticipated…