Senior Business-Technical Operations (e.Policies) Analyst

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.Position SummaryAetna is looking for a Senior Business-Technical Operations Analyst, to join the Service Operations Business Technology Solutions and Services team. This role offers an opportunity to build on your Service Operations knowledge while helping improve how e.Policies supports colleagues across the enterprise. You will work with business, operational, and DDAT partners to turn policy and process changes into well-governed platform updates, support enhancements from intake through implementation, maintain documentation and controls, and use data and tools to improve how colleagues find, understand, and use policy content.In this role, you will:Support day-to-day e.Policies platform operations, from intake through implementation, including requirements capture, impact assessment, status tracking, validation, and completionTranslate policy, process, and operational changes into governed platform updates, including content structure, metadata, taxonomy, and publishing requirementsMaintain documentation and change records that support traceability, governance, audit readiness, and release coordinationReview platform content, metadata, and configuration outputs for accuracy, usability, and alignment with governance standards and business directionSupport enhancements by documenting business needs, validating downstream impacts, testing outcomes, and coordinating implementation readiness with partnersPartner with cross-functional teams to align dependencies across content, workflow, search, and operational handling requirementsMonitor platform quality, turnaround times, and usage patterns to identify improvement opportunities and reduce manual effort or reworkResearch and resolve platform-related questions tied to e.Policies content, historical changes, search results, and operational impactsUse reporting, analytics, AI-enabled tools, and platform data to improve content quality, search effectiveness, workflow efficiency, and overall user experienceRequired Qualifications3+ years of experience in Service Operations call and/or claim functions, including policy, process, content, platform support, or a related business operations functionExperience working with web-based platforms, structured content, or business systems that use technologies such as HTML, CSS, JavaScript, APIs, or related toolsExperience using e.Policies and working with content management platforms, workflow or intake tools, internal business systems, or documentation repositories that support operational content and change trackingStrong written, verbal, analytical, and problem-solving skills, with the ability to communicate clearly across business and operational teamsPreferred QualificationsExperience in Aetna Service Operations call and/or claim functions, including policy, process, content, or platform supportExperience supporting enterprise web applications or digital tools, including responsive and accessible solutionsWorking knowledge of JavaScript or related web technologies that support platform behavior, content presentation, or user experienceExperience with cloud technologies and data-driven platforms, including Quickbase or a solid understanding of relational database designExperience with complex operational requirements that affect policy handling logic, workflow routing, or content interpretationAbility to manage multiple workstreams, assess platform and process impacts, and adapt effectively in a fast-paced, changing environmentStrong stakeholder management skills and the ability to partner effectively across business, operational, and support teams during change implementationEducationBachelor's Degree in an IT related field or equivalent experienceAnticipated Weekly Hours40Time TypeFull timePay RangeThe typical pay range for this role is:$46,988.00 - $112,200.00This 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.  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 peopleWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.Additional details about available benefits are provided during the application process and on Benefits Moments.We anticipate the application window for this opening will close on: 07/07/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.