Buffalo Grove, Illinois

Job Description
Position Summary: We are looking for a resourceful individual to fill a PBM IT Dedicated Client Support Advisor (CSA) role. As a PBM IT Dedicated Client Support Advisor, you will serve as an intermediary between the IT organization, the client, and other internal functional areas, predominantly Sales, Account Management, and Implementations.

The position will be two-fold:

Client/Account Team focus: You will act as a single liaison and advocate between IT and the Account Management Team for a dedicated client, managing IT critical issues to their resolution, driving client IT projects to deployment, and providing constant communication regarding IT project status and achievements. You will collaborate with all key players involved to drive efforts internally until the client’s IT needs and requests are identified and addressed through internal systems/organizations. By gaining knowledge of your client’s custom IT work, you will provide IT support and analysis to the client and business. You will review PRFs, BSRs, requirements, etc. after initially completed by your account team and engaging the appropriate business SMEs. By ensuring that your client’s Service Level Agreements (SLA’s), PGs, and IT Commitments are understood through contract review and met, you will improve and further develop the relationship between CVS Health and their clients. You will be responsible for communicating scheduled and unscheduled application outages to your client.

IT focus: You will assist with Welcome Season activities both 1/1 and mini monthly. This activity may involve attending Business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. You will also assist with reviewing client contracts for IT commitments. This will not only increase your overall business knowledge but will help you recognize other items that may impact your client down the line. You will need to be engaged with the service warranty and CAP (corrective action plan) process when impact requires an IT solution. You should understand how your client connects to the various applications they use and be able to conduct a high-level discussion on each of the applications. You will need to have a high-level understanding of the data flow through the various CVS applications and systems. In this position, you will need to interact with the Digital business and IT teams which will require a high-level technical understanding of the process and procedures. This position may require occasional after-hours client implementations validation.

To be considered, you will need:
-Strong conceptual thinking skills with an ability to proactively problem solve, recommend solutions and intuitively prioritize business issues in a large enterprise matrixed organization.
-Demonstrated ability to build partnerships and foster collaboration and influence others.
This position could be located in the Buffalo Grove, IL, Richardson, TX, Woonsocket, RI, or the Scottsdale, AZ offices or Work From Home (WFH).

Additional responsibilities include:
* In addition to supporting your dedicated client, you will look for ways to improve processes and remove any inefficiencies to help the team overall.
* Providing your account team with critical maintenance and release information.
* Reviewing global IT projects that may potentially impact your client and provide scope and project status to the business/client.
* Assisting account management in planning request execution sequences based on client need, timing, and priority while adhering to SLAs and tracking achievements.
* Track SOWs (Statement of Work), IT development hours and provide financial reporting to client/business
* Aligning all production changes with internal release management
* Providing IT support to internal teams regarding clients’ inquiries and issues
* Providing innovative and proactive solutions to your client’s complex IT problems

* Driving ticket escalations to address concerns in a timely manner through the appropriate channels.
* Advocating for the client internally with other business units including Dev/QA/Govt Services, etc. to make sure the client's needs are met in a timely manner with high quality.
* Managing of your client's internal CVS SharePoint site to share information with other CSAs and other internal parties.
* Serving as a SME for a designated IT technology area/application (RxClaim) to assist with RFP questions, maintain how to access information and at bi-weekly team meetings provide updates.
* Understanding impacts on a more global landscape and sharing with the concierges to determine if there is a gap that needs to be filled.
* Provide backup to other Client Support Sr Advisor/Advisor colleagues.
* Other duties as requested.

Required Qualifications
5+ years of professional technical business experience (IT, finance, consulting or similar experience) working in a complex matrixed environment including the following:
* 3+ years of demonstrated increasing responsibility roles in corporate or healthcare environments
* 2+ years of Business Analyst experience or similar work experience.
* Experience with client management, project/program management, SDLC, and/or customer interactions.
* Experience in building a network of connections across multiple functions/silos to assist with navigating internally to meet the client's needs
* Experience creating business cases.
* Strong Microsoft Excel, Word, PowerPoint, and Access experience

Preferred Qualifications
* PBM systems/applications experience.
* 5+ years of RxClaim experience
* Master’s degree in Information Technology, Information Management, Information Services, or MBA.
* Proven critical thinking abilities skills, cause-effect understanding, and analytical mindset. The individual must be comfortable managing multiple tasks simultaneously and adjusting priorities in order to meet deadlines with initiative and sense of urgency.
* Understand the internal CVS Health processes around testing, release and change management processes.
* Strong communicator, both verbal and written, with executive presence and the ability to influence across functions and at all levels of an organization
* Demonstrated presentation skills and ability to develop clear narratives out of complex ideas and circumstances
* Highly organized and able to provide positive leadership across multiple cross-functional teams in a fast-paced, complex working environment demonstrating a high level of independent judgment and proactivity.
* Demonstrated project management skills with an emphasis on tracking and measuring multiple work streams and summarizing into concise status updates for an executive audience
* Flexible, passionate, curious way in the world

Education
* Bachelor's degree in Computer Science, Business or equivalent degree.

Business Overview
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. See Job Description

Buffalo Grove, Illinois

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

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"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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