Business Support Senior Analyst

Role Description

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
• Conducting thorough root cause analysis (RCA) to prevent recurrence

They support release and deployment activities, including:

• Business requirements gathering
• UAT execution
• Deployment validation
• 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.

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.

Requirements

• 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 & KPI’s.
• 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.

Benefits

• Comprehensive and competitive mix of pay and benefits
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility

Education

• Bachelor’s Degree or equivalent years of experience

Anticipated Weekly Hours

• 40

Time Type

• Full time

Pay Range

The 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.