Position Summary:

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.

Primary Duties & Responsibilities:

• 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 9wish list9 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 resolution.
• Partner with IT and business teams to conduct root cause analysis and develop solutions that align with business requirements and strategic objectives.
• Identify and evaluate internal and external opportunities for automation, process improvements, and optimization of existing workflows.
• Assess available pipeline solutions and emerging tools to enhance efficiency, scalability, and operational effectiveness.
• Evaluate opportunities to leverage AI and advanced technologies to improve processes, decision-making, and overall system performance.
• Maintain awareness of active project roadmaps across departments and identify opportunities for alignment, integration, and cross-functional synergies.
• Provide independent meeting facilitation, driving structured discussions, building consensus, and progressing initiatives through key milestones.
• Support Business Support team operations as needed, including backup coverage for team members and departmental administrative responsibilities.

Required Qualifications

• Proven experience building and maintaining strong relationships with internal and external partners to ensure clear, effective, and accurate communication.
• Demonstrated ability to work independently and collaboratively to troubleshoot root causes, define problems, evaluate alternatives, and recommend and implement effective solutions.
• Strong communication and presentation skills, with the ability to clearly convey ideas, insights, and recommendations to peers, business partners, and senior leadership.
• Analytical mindset with the ability to perform data validation, identify inconsistencies and anomalies, and derive actionable insights from variable datasets.
• Experience working with databases and generating queries, extracts, and reports to support analysis and decision-making.
• Ability to interpret business requirements and technical/design documentation to evaluate system functionality and alignment with business needs.
• Proven ability to facilitate working sessions with both small and large groups, driving discussions to identify issues, align on solutions, and achieve desired outcomes.
• Demonstrated experience identifying opportunities for automation, process improvement, and innovation, including evaluation of emerging tools and AI capabilities.
• Ability to manage and prioritize multiple projects and IT change requests in a dynamic, deadline-driven environment using structured, data-driven approaches.
• Strong understanding of project roadmaps and ability to identify cross-functional dependencies and opportunities for alignment and synergy.
• Excellent verbal and written communication skills, with strong organizational abilities and attention to detail.
• Ability to adapt to a fast-paced, evolving environment, make sound decisions quickly, and maintain a focus on continuous improvement and professional growth.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook, Vizio Teams).
• Experience with data modeling and process mapping using visual tools (e.g., process/data flows, entity relationship diagrams, swimlanes) to capture and translate current and future state processes into system-aligned designs that support business planning and transformation initiatives.
• Experience with project management methodologies, governance processes, and related tools.

Preferred Qualifications

• Experience with application support and project/service management tools (e.g., Rally, ServiceNow, TeamTrack, SharePoint, Asana, GitHub, Jira, Visio, MS Project, Miro) to support project execution, tracking, and cross-functional collaboration.
• Experience with collaborative workspace tools, including SharePoint, Microsoft Teams, GitHub, Confluence, Slack, and similar platforms used to support communication, documentation, and team collaboration.
• Experience with analytical tools and technologies such as Teradata, Snowflake, SQL, VBA, GCP or similar platforms to support data analysis, validation, and reporting.
• Knowledge of pharmacy workflows, Pharmacy Accounts Receivable (AR), and/or Revenue Cycle processes, with an understanding of end-to-end operational workflows & KPI9s
• Familiarity with Third-Party systems and interfacing systems, including TPMS, TPDE, RxConnect, RxImaging, and Point of Sale (POS), and familiarity with their role in revenue cycle operations and data flow.
• Familiarity with CVS data warehouse environments and underlying data structures, including NCPDP, Pharmacy Data Warehouse, and related enterprise datasets.
• Understanding of pharmacy and healthcare industry standards, including regulatory requirements, file types, and data formats (e.g., NCPDP D.0/F.6, X12 835/837/270/271), and associated best practices within revenue cycle and claims processing operations.

Education

• Bachelor9s Degree or equivalent years of experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on .