Senior Business Analyst, Customer Support Tools

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.

Position Summary

This is an individual contributor role.
The Business Analyst for Customer Service Support Tools serves as a strategic partner between Service Operations, Information Technology, Product Teams, and Business Stakeholders to optimize the applications, processes, and technologies that support customer service operations.

This role partners with Business, Project Management, Product Owners, and IT to support successful delivery of projects and system enhancements through strong requirements analysis, test strategy, defect coordination, and production readiness. The position plays a key role in validating end-to-end workflows, resolving system issues, supporting release activity, and providing oversight, coaching, and training to end users and testing resources.
Key Responsibilities
Business Analysis & Requirements Management

• Partner with operational leaders and business stakeholders to identify opportunities for process and technology improvements.
• Gather, analyze, document, and validate business requirements, workflows, and functional specifications.
• Translate business needs into business requirements for IT and create operational documentation.
• Facilitate requirements for workshops and stakeholder meetings to align business needs with technology solutions.
• Create business process maps and workflow documentation.

Customer Service Support Tools Management

• Serve as a business subject matter expert for customer service support applications and operational tools.
• Evaluate enhancement requests and system issues to determine business impacts and recommended solutions.
• Collaborate with IT and vendors to support application upgrades, integrations, and new functionality.
• Assist with application configuration reviews, testing, deployment, and adoption activities.
• Monitor tool performance and user feedback to identify opportunities for optimization.

Operational Analytics & Reporting

• Analyze operational data, productivity metrics, service levels, queue performance, customer inquiries, and user adoption trends.
• Develop reports, dashboards, and performance scorecards to support operational decision-making.
• Identify trends, risks, and emerging issues impacting service delivery.
• Present actionable recommendations to leadership and operational stakeholders.
• Support forecasting and capacity planning initiatives through data analysis.

Process Improvement & Operational Excellence

• Conduct workflow assessments and root cause analysis to identify operational inefficiencies.
• Lead or support continuous improvement initiatives focused on enhancing service quality, productivity, and user experience.
• Recommend automation opportunities and scalable solutions that reduce manual effort and improve performance.

Project Support & Implementation

• Participate in strategic initiatives, implementations, system enhancements, and operational transformation projects.
• Coordinate activities across business, operational, and technology teams.
• Track milestones, risks, dependencies, and project deliverables.
• Assess testing needs across projects by defining test strategy, creating test scenarios, overseeing execution, and coordinating defect triage, evaluation, and status reporting.
• Facilitate change management activities, training coordination, and user adoption planning.

Stakeholder Collaboration

• Build strong relationships with Customer Service, Operations, Claims, Account Management, Product, Compliance, and Technology teams.
• Communicate project updates, business impacts, and recommendations effectively across all organizational levels.
• Facilitate cross-functional discussions to resolve issues and drive business results.
• Serve as a trusted advisor on operational and technology-related initiatives.

Required Qualifications

• 5+ years of experience in Business Analysis, Operations Analysis, Process Improvement, Systems Support, or related fields.
• 3+ years of experience working with workflow systems, CRM platforms, case management tools, reporting applications, or operational support technologies.
• 3+ years of experience supporting customer service operations, contact centers, healthcare operations, or enterprise support functions.
• Experience participating in system implementations and enhancement projects.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and develop effective solutions.
• Experience conducting root cause analysis and implementing corrective action plans to improve performance and outcomes.
• Excellent written, verbal, presentation, and facilitation skills.
• Proficiency with reporting and analytics tools, including advanced Excel skills.

Preferred Qualifications

• Knowledge of process improvement, workflow optimization, and operational performance measurement.
• Demonstrated ability to drive continuous improvement initiatives and support organizational change.
• Understanding of business analysis practices, Agile methodologies, and system development lifecycles.
• Ability to learn, support, and optimize multiple operational and customer service applications.
• Strong organizational and project coordination skills with the ability to manage multiple priorities and deadlines.
• Proven ability to influence cross-functional teams and build partnerships without direct authority.

Education

• Bachelor's degree in Business Administration, Information Systems, Healthcare Administration, Operations Management, or a related field preferred. An equivalent combination of education and relevant professional experience will also be considered.

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

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 Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.