Director of Knowledge Management

Director Of Knowledge Management

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.

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 :

Preferred Qualifications :

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

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.