CVS Health is embarking on a bold digital agenda to transform health care and empower millions of customers on their path to better health. We are creating innovative digital solutions that will make health care more accessible, more integrated and more reliable for more people, online and in our stores. We are looking for passionate, driven people who want to join a high energy and growing team to make a difference in customers lives and who want to be on the ground floor of digital innovation that aims to reinvent what a pharmacy and a health care company can be.
The mission of the Digital Operations Team is to guarantee delightful customer experience of our cutting-edge Digital e-Commerce, Pharmacy & Health Management customer facing application suite including web site & native mobile application experiences for both iOS & Android platforms. You will combine your technical skillset with business product & operations knowledge to lead teams in identifying solutions to customer initiated issues, to ensure timely defect resolutions and defect trend analyses while driving positive changes to our Digital Experience by identifying root causes and driving business solutions by facilitating in partnerships with cross-functionl Engineering teams across CVS Health.
You will provide technical support and analyses of software defects recognized through our customer experience listening posts including call centers, business partners and critical customer escalations. You will also provide leadership , technical mentoring and project leadership to a team of support engineers both onsite and offshore.
Assume primary ownership & responsibility for providing in-depth technical analysis and support of non-priority incident triage, and direct other junior support team members. Strive to identify root cause for more complex issues.
Develop a deep understanding of the technical integration, inter-dependencies and high level working of production systems, and act as a digital subject matter expert with in-depth functional knowledge of existing features of supported applications
Lead and provide guidance to a team of support engineers, and direct their work. Meticulously track team progress including trends and adherence to SLAs
Continually evaluate opportunities for product and support enhancement, and assume ownership for facilitating them with a broad range of stakeholder teams
Continually identify issue trends and work closely with our Customer Engagement Management team to drive positive change incorporation into product and operational road maps with the correct priority, through close partnership with other internal & cross-functional business teams.
Evaluate and execute defined best courses of action for irresolution and disposition of Digital Retail identified related issue trends with quality, urgency and efficiency
Supply a high level of verbal and written communications to a variety of audiences articulating issues, trends and potential solutions
2+ years of relevant professional work experience in software systems in development or application support including at least 1 year in a lead mentoring capacity, preferably with public facing digital properties such as e-commerce or others
Experience writing and interpreting SQL queries
Familiarity and working knowledge of Splunk
Strong understanding and at least 2 years of experience in one or more industry standard monitoring tools and techniques
Solid understanding of one or more modern industry standard software languages and frameworks for development and unit testing
Familiarity with one or more web scripting languages and frameworks
Strong written and verbal communication skills
A deep passion and mindset for striving to identify an drive digital customer soltions based off of customer reported issues
Excellent analytical skills with an ability to utilize a strategic approach for problem solving of retail related issues using diagnostic tools i.e. Splunk
A Project Management mindset that demonstrates an ability to systematically follow up on tasks and committed work plans that technically support the triage team
Ability to absorb complex information and concisely extract salient points for timely customer ticket triage execution
Proficient in the use of various modern digital tools, and familiarity with basics of web based and mobile applications, with a willingness to learn new innovative technologies as they are developed and introduced
Excellent organization and people skills
Experience in supporting applications in Retail, E-Commerce or Health domains
Experience in Java and cloud technologies, Microservices and web APIs
Strong knowledge of one or more relational database management tools
Experience with DevOps based software development
Experience working in a 24/7 support environment
Experience or knowledge of development methodologies, particularly agile fundamentals
Experience in large customer facing applications, preferably e-commerce or Digital health care
Prior experience in support of escalated issues within a production environment
Exposure to Agile software development methodologies such as SAFe, etc.
Six Sigma, PMP, Agile or similar certification is a plus
Bachelors Degree in Computer Science or a technical discipline OR an equivalent combination of formal education and experience
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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