Senior Analyst, AI Engineer

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.

CVS Health is seeking a Sr. Analyst, AI Engineer to join our growing AI Product team. This role sits at the intersection of technical platform expertise and enterprise adoption – combining hands‑on experience with AI tools, automation, and integration work with the practical responsibility of supporting the colleagues who use them. You will bring deep knowledge of the Claude platform to bear across the full lifecycle: building, documenting, enabling, and supporting.

It is a role designed for someone who understands the product well enough to support it, and is technically capable enough to help build it. Strong performers will have a clear path into a development‑focused role on the Build team over time.

• Apply deep platform knowledge to resolve inbound incidents from end users – including how‑to questions, error messages, bugs, and enhancement requests.
• Own ticket lifecycle in Service Now – intake, categorization, resolution or escalation, and closure documentation.
• Identify patterns in ticket volume and surface recurring issues to the product team for upstream fixes or KB updates.
• Escalate issues that require engineering intervention with well‑documented technical context to accelerate resolution.
• Develop and maintain internal technical documentation covering platform behavior, troubleshooting workflows, and support guidance.
• Author public‑facing self‑service content for end users; partner with the Artey team to ensure documentation is integrated and surfaced through the platform.
• Calibrate all documentation for the appropriate audience – translating technical detail into clear, actionable guidance for end users and Tier 1 agents where needed.
• Partner with the IT Service Center to ensure Level 1 agents have access to the knowledge base content and troubleshooting guidance needed to resolve basic issues.
• Develop and deliver targeted training sessions for business units experiencing confusion or low adoption.
• Collect user feedback from support interactions and synthesize it into actionable recommendations for the product team.
• Partner with the Build team on automation development, feature testing, QA, and deployment validation.
• Contribute to documentation and process design for new capabilities as they are developed.

• Demonstrates technical platform fluency by applying in‑depth knowledge of enterprise AI tools to diagnose, triage, and resolve incidents with precision and speed.
• Applies analytical thinking to identify patterns in issue volume, documentation gaps, and adoption friction.
• Produces clear, accurate, and audience‑calibrated documentation – from internal engineering references to frontline agent guides – with consistent structure and professional quality.
• Works effectively across product, engineering, and IT Service Center teams – communicating technical context clearly to both technical and non‑technical stakeholders.
• Manages competing priorities across support, documentation, and development responsibilities without loss of quality or accountability.
• Demonstrates a growth orientation toward platform engineering – actively building technical skills through collaboration with the development team and self‑directed learning.
• Handles sensitive information and enterprise tooling with discretion, applying appropriate judgment in a regulated, large‑scale environment.

• 2+ years of experience in a technical role involving automation, systems analysis, data engineering, or platform operations.
• 2+ years producing technical documentation, workflow guides, or process materials in a professional environment.
• 1+ year of experience working in an agile or evolving…