Senior Product Analyst Expanse ITOC

Do you want to join an organization that invests in you as a(an) Senior Product Analyst Expanse ITOC? At HCA Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Job Summary and Qualifications

Position Summary

The Senior Product Analyst will report directly to the Command Center Manager, Expanse and work closely with the Expanse team and other business partners. This role will collaborate with various leaders, product owners, analysts, project managers, and technical solution providers across the enterprise to deliver on business needs related to the support of the EHR, aligned within the Expanse Corporate Command Center. The Senior Product Analyst will be accountable for the coordination of designated work efforts, escalation of issues, and support of associated areas to ensure a successful EHR implementation and ongoing operations. Organizational goal – eliminate/reduce customer impact and identify issues via alerting/monitoring prior to customer impact. Communicate to customers proactively and with urgency to provide product issues status when needed. Advocate for customers to enhance their experience with our technologies.

As assigned by leadership, this individual will ensure proper configuration, implementation, and integration for products to meet the needs of our key stakeholders while meeting IT security standards.

In some cases, this individual will need to act as a project manager, business analyst, product tester, etc.

Major Responsibilities:

• Leverages HCA ITG ITSM products and tools in accordance with ITIL standards.
• Works ITSM queues responding to customer issues and requests within defined SLAs
• Works directly with the customer to resolve escalated issues.
• Works directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.
• Communicates relevant product information to user base and appropriate stakeholders. Includes flash message draft and sending for incidents, events, enhancements, changes and other communications defined by product leadership. Leverage standard ITG communication processes and tools.
• Analyze customer issues trends and provide permanent fix and/or automation. Actively participates with product team in stewardship to report on operational status of product.
• Track development fixes and publish to customer base and ITG.
• Provides training and education materials for diverse user bases. Leverages ITSM Knowledge base for tier 1 analysts to equip them for customer first call/issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests). Includes customer facing knowledge article publishing for users.
• Actively owns and participates in change validation testing and patching validation (as applicable and determined by product owner).
• Gathers and documents business, user, functional and non-functional requirements for in scope products.
• Work with vendors to ensure compliance with HCA IT expectations
• Establishes and maintains data integration between applications
• Establishes and maintains solid business relationships
• Ensures HCA and vendors abide by contract commitments
• Ensures HCA meets license requirements of vendors
• Provides data flow diagrams for applications and infrastructure
• Coordinates any downtimes, upgrades and change schedules, Leverages ITSM processes to track Changes to products via change management process and system for service operations visibility.
• Add infrastructure and other CMDB assets/relationships as needed based on new technology or modifications to the platform/infrastructure. Actively owns and participates in lifecycle management of assigned applications and infrastructure.
•  Decommissions applications as needed
•  Maintains vendor contacts and support matrix necessary for ITG Operations.
•  Ensures proper monitoring/alerting for availability and performance. Provides triage documentation for alerts.
•  Provides afterhours/on-call support
•  Has the ability resolve simple to complex production support issues
• Performs other duties as assigned
• Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”

Education & Experience:

• Bachelor's degree Preferred
• 5+ years of experience in product of support Required
• Or equivalent combination of education and/or experience

Benefits

HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Senior Product Analyst Expanse ITOC opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.