Description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

POSITION SUMMARY

The Director of Knowledge Management will lead the strategy, implementation, and governance of an Infrastructure & Security-wide Knowledge Management program. Reporting to the Executive Director - Technical Architecture, this Director will serve as the knowledge leader - designing and championing a cohesive knowledge-sharing practice across the organization. In this role, you will drive the migration and capture of critical knowledge into ServiceNow, as well as other key repositories, establish governance policies and a Knowledge Governance Board, and collaborate with cross-functional teams to embed knowledge capture and reuse in all aspects of IT operations. This position has a transformative remit: to ensure that vital information is accurately captured, easily accessible (for both people and AI-driven solutions), and effectively used to improve service delivery, boost efficiency, and reduce duplication across CVS Health's IT landscape.

Expectations for the Role:

• Develop and execute a Knowledge Management strategy - Define the KM vision and roadmap for ISTS, aligning with business objectives and industry best practices. Continuously refine the strategy to incorporate emerging trends (AI, automation) that enhance knowledge utilization.
• Lead the migration to ServiceNow Knowledge Base - Oversee the consolidation of critical & strategic knowledge assets from legacy repositories (Confluence, SharePoint, wikis, etc.) into ServiceNow's Knowledge Management module. Educate teams on identifying and contributing "critical operational knowledge" and ensure smooth adoption of the platform.
• Establish robust knowledge governance - Create and enforce policies and standards for knowledge content. Chair the Knowledge Management Governance Board to review content quality, lifecycle (updates/retirement), and incoming knowledge requests. Ensure knowledge articles remain accurate, up-to-date, and easily searchable.
• Collaborate cross-functionally to close knowledge gaps - Partner with IT service teams, infrastructure and application owners, and business stakeholders to identify knowledge gaps and information silos. Lead initiatives to fill those gaps, streamline knowledge flow across teams, and integrate KM processes into day-to-day workflows (e.g., incident and problem management).
• Champion a knowledge-sharing culture - Act as the advocate and thought leader for Knowledge Management within ISTS. Provide training, communication, and support to encourage self-service and knowledge re-use. Monitor and report on key KM metrics (usage, self-service success rates, resolution times) and use them to drive continuous improvement. Celebrate and promote knowledge-sharing successes to build momentum across the organization.

REQUIRED QUALIFICATIONS

• 10+ years of experience in Knowledge Management, Information Management, or a related discipline, with a proven track record of implementing or managing knowledge-sharing practices at scale
• 3+ years of hands-on experience with ServiceNow Knowledge Management (or a similar enterprise KM platform), including managing knowledge bases or leading a knowledge content migration from other tools (Confluence, SharePoint, etc.)
• 3+ years of expertise in knowledge management frameworks and methodologies (e.g., Knowledge-Centered Service (KCS), ITIL Knowledge Management)
• Proven experience with AI technologies (semantic search, NLP, generative AI) to enhance knowledge discovery and automation

PREFERRED QUALIFIED

• ITIL v4 Foundation certification (required) - solid understanding of IT Service Management processes, particularly the Knowledge Management practice
• ServiceNow Certified System Administrator (CSA) and/or ServiceNow Certified Implementation Specialist in ITSM or Knowledge Management
• Content architecture and taxonomy design skills - experience organizing large knowledge bases, defining taxonomies, metadata standards, and ensuring content is structured for easy retrieval
• Exceptional communication and change leadership abilities - capable of evangelizing KM best practices, conducting training sessions, and influencing stakeholders at all levels to adopt new processes. Demonstrated ability to drive cultural change and build buy-in for new ideas or systems
• Project management proficiency - able to plan, execute, and oversee projects (using Agile or ITIL-aligned methodologies) to deliver KM improvements. Strong organizational skills to manage multiple initiatives and priorities simultaneously
• Analytical mindset and problem-solving skills - comfortable using data and metrics to assess knowledge usage and quality, identify improvement areas, and inform decision-making. Ability to troubleshoot issues with knowledge processes and tools
• Collaboration in a cross-functional, distributed environment - experience working with virtual teams and using collaboration tools. Adept at building networks of subject matter experts and "knowledge champions" across an organization.

EDUCATION

Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected 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.

Pay Range

The typical pay range for this role is:

$144,200.00 - $288,400.00

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. 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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/27/2026

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