Business Support Senior Analyst, Revenue Cycle

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.

The Business Support Senior Analyst serves as a critical bridge between Third Party Revenue Cycle business operations and IT teams, managing the end-to-end production support and project lifecycle, troubleshooting critical incidents, identifying opportunities to optimize application performance, and supporting system change requests and strategic initiatives. The Senior Analyst leads incident and problem management efforts by triaging inbound tickets, facilitating coordination between business and IT teams, and conducting thorough root cause analysis (RCA) to prevent recurrence.

They support release and deployment activities, including business requirements gathering, UAT execution, deployment validation, and rollback coordination to ensure successful system rollouts. The role also partners with QA and testing teams during release planning and provides regular status updates to leadership. Additionally, the Senior Analyst monitors system exception reporting to proactively identify anomalies and minimize downstream impacts to AR operations.

They translate complex technical issues into clear, business-friendly communication and develop standardized playbooks and documentation to support operational teams. The Senior Analyst is innovative and adaptable, operating effectively both independently and within cross‑functional teams, while driving continuous improvement and operational excellence.

Serve as the primary point of contact for DDAT IT teams, leading communication of system events, outages, downtimes, and other critical updates to business stakeholders.

Manage incident/defect tracking, change requests, and project‑related deliverables across initiatives.

Develop and deliver system release review materials, including comprehensive overviews of upcoming changes, impacts, and supporting resources.

Partner with teams to create and maintain training materials and support documentation related to system releases, enhancements, and process changes.

Implement structured, data‑driven prioritization frameworks for IT change requests (CRs) and projects, partnering with business stakeholders to gather input, drive alignment, and deliver strategic recommendations.

Gather, document, and interpret business and system requirements; partner with business stakeholders to prioritize requests and guide IT direction.

Lead and actively participate in business requirements sessions to ensure alignment between business and IT teams on defined goals, objectives, and scope.

Drive structured discussions to keep initiatives on track, while capturing and organizing incremental enhancements or “wish list” items for future roadmap inclusion.

Ensure strict adherence to agreed scope, timelines, and budget constraints.

Support business partners with facilitation and execution of User Acceptance Testing (UAT) for system releases.

Collaborate with cross‑functional business and IT teams on enterprise initiatives, data validation efforts, and project execution.

Own and monitor critical data and reporting processes supporting Accounts Receivable (AR) revenue cycle operations.

Perform data validation and analytics on core Third Party system datasets to identify data discrepancies, trends, and opportunities for improvement.

Develop high‑quality process maps, use case diagrams, and other key artifacts to support departmental planning and system understanding.

Analyze and interpret system design documentation and requirements to evaluate system functionality and alignment with business needs.

Lead and facilitate working sessions with both small and large stakeholder groups to identify root causes, pinpoint issues, and drive actionable recommendations for…