Product Analyst - Nashville, United States - HCA Healthcare

Description

Description

Introduction

Do you have the career opportunities as a Product Analyst - WFH you want with your current employer? We have an exciting opportunity for you to join Work from Home which is part of the nation's leading provider of healthcare services, HCA Healthcare.

Benefits

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

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits )

Note: Eligibility for benefits may vary by location.

Our teams are a committed, caring group of colleagues. Do you want to work as a Product Analyst - WFH where your passion for creating positive patient interactions are valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise

Job Summary and Qualifications

HCA Healthcare ITG Tier 2 Product Specialist will provide SME/ Tier 2 technical knowledge and product support. This position will focus on operational response and resolution of customer interactions (incident, requests, changes, etc). They will work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues. This role includes direct customer collaboration on research and resolution. Responsible for daily queue management of customer reported issues as well as trending, elimination, and prevention. 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

• Provides tier 2 product support for assigned applications. Escalated support from tier 1 service operation teams. Including escalation contact and specialist on Critical and Major Incidents. Leads conference bridges and issues to resolution.
• 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.
• Establishes and maintains solid business relationships
• 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.

What qualifications you will need:

EDUCATION

Bachelor's Degree in Information Systems - Preferred

EXPERIENCE

1 or more years

Or equivalent combination of education and/or experience could be considered

OTHER SKILLS & ABILITIES

Experience with project management and/or process improvement - Required

Technical knowledge of application support and vendor management - Required

Demonstrated ability to facilitate diverse groups of people in a problem-solving environment - Preferred

Strong problem and issue resolution experience and create quality deliverables - Required

Ability to meet deadlines and set clear expectations - Required

Possess good written and verbal communication skills and be able to communicate effectively with individuals at various levels within the organization - Required

Understanding of use of technologies in a healthcare environment - Preferred

Understanding of hospital operations - Preferred

Ability to implement integrations between complex applications - Required

Ability to work independently - Required

Ability to multitask - Required

Detailed oriented and analytical with good organization skills - Required

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.

"Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Product Analyst - WFH opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today

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