Sr Manager, Knowledge Management

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.

We are seeking a visionary and strategic Enterprise Knowledge Management (KM) Leader to drive our KM strategy and roadmap across all IT domains. In this role, you will champion a collaborative, "knowledge-first" culture across IT Services, breaking down information silos between ITSM, SRE, CloudOps, Network, and DBA teams. By implementing a "shift-left" strategy, you will be instrumental in increasing self-service capabilities and reducing Mean Time to Resolution (MTTR) across the organization.

The ideal candidate is a blend of a diplomatic change agent and a tech-fluent process champion. You will be responsible for embedding knowledge capture into daily engineering workflows, consolidating fragmented knowledge bases into a central ITSM platform (e.g., ServiceNow), and chairing a cross-functional Knowledge Governance Board. A key focus of this role will be integrating Knowledge Management with CMDB processes to ensure technical documentation is accurately mapped to Configuration Items (CIs), using both data-driven metrics and innovative technologies like generative AI to enhance discovery.

• Experience: 7 years of experience scaling Knowledge Management within complex Infrastructure & Operations (I&O) environments.

• Platform Expertise: Experience managing enterprise ITSM knowledge platforms (e.g ServiceNow), including hands-on experience leveraging CMDB for impact analysis and article mapping.

• Frameworks & Best Practices: Deep expertise in Knowledge-Centered Service (KCS), ITIL frameworks, and Configuration Management best practices.

• Data & Structure: Strong background in designing technical taxonomies, metadata, and establishing unified content policies and lifecycles.

• Attributes: Proven track record as a data-driven, process-oriented leader who can use metrics (deflection rates, search gaps) to prove ROI, while diplomatically uniting highly technical, distinct teams.

• Certifications: ITIL v4, KCS v6, or ServiceNow certifications (such as Certified System Administrator [CSA], CIS-ITSM, or CIS-Discovery/Service Mapping).

• Project Management: Demonstrated experience in Agile methodologies or ITIL-driven project management.

• Advanced Frameworks: Direct experience in implementing the Common Service Data Model (CSDM) framework.

• Innovation: Experience or strong interest in leveraging automation and modern tools, including generative AI, to enhance knowledge discovery.

• Degree: Bachelor’s degree in Information Technology, Information Science, Business Administration, or an equivalent combination of education and clinical/technical experience.

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.  This position also includes an award target in the company’s equity award program. 
 

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.