Position SummaryThe Senior Analyst, Knowledge Management (Governance & Adoption) plays a central role in transforming enterprise knowledge from siloed "tribal knowledge" into a governed Center of Excellence (CoE). This role focuses on driving culture change, championing Knowledge-Centered Service (KCS) practices, and establishing sustainable lifecycle governance across technical support and engineering organizations. Rather than acting as a traditional technical writer bottleneck, the Senior Analyst partners directly with service owners, engineering teams, and Proactive Problem Management to identify critical knowledge gaps, map undocumented workflows, and ensure knowledge bases remain trusted, accurate, and ready for enterprise AI ingestion (Dash).
Primary Job Duties & Responsibilities:- Champion and drive the adoption of Knowledge-Centered Service (KCS) principles across Service Desk and technical support teams through active coaching, enablement, and workflow integration.
- Partner with Proactive Problem Management and ITSM stakeholders to analyze ServiceNow ticket trends, recurring incidents, and escalations to identify critical knowledge gaps and prioritize content creation.
- Conduct recurring discovery check-ins across IT and engineering teams to identify, map, and catalog fragmented "tribal knowledge" and shadow repositories (e.g., Google Drive, local repositories, decommissioned sites).
- Establish, monitor, and enforce lifecycle governance standards-including review cadences, expiration tracking, and archiving workflows-to keep content fresh and prevent stale or duplicate data from reaching AI search platforms.
- Partner with advanced Level 3 engineering teams to introduce flexible intake mechanisms that capture complex technical processes without imposing bureaucratic friction on engineering velocity.
- Serve as a cross-functional liaison between Knowledge Management, Incident Management, Problem Management, and Change Management to embed KM seamlessly into day-to-day operational workflows.
Required Qualifications- 3-5+ years of experience in IT Service Management (ITSM), Knowledge Management, Technical Business Analysis, or IT Operations.
- Demonstrated experience with Knowledge-Centered Service (KCS) methodologies and ITIL/ITSM operational frameworks.
- Hands-on experience using ServiceNow (specifically Knowledge Management, Incident, and Problem modules) or an equivalent enterprise ITSM platform.
- Strong analytical skills with the ability to query, analyze, and interpret ticket trends and operational metrics to drive actionable documentation improvements.
- Proven coaching, stakeholder management, and change-enablement skills, with demonstrated success influencing technical teams without direct authority.
Preferred Qualifications- KCS v6 Fundamentals or KCS v6 Practices Certification.
- ITIL 4 Foundation Certification.
- Experience operating within a Center of Excellence (CoE) model in a large, distributed enterprise environment.
- Familiarity with enterprise AI search tools, taxonomy/metadata structures, or preparing structured data for LLM ingestion.
EducationBachelor's degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.
Anticipated Weekly Hours40
Time TypeFull time
Pay RangeThe typical pay range for this role is:
$46,988.00 - $122,400.00
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 peopleWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 10/23/2026
