Associate Product Analyst Jobs

Description

Introduction

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As an Associate Product Analyst with HCA Healthcare you can be a part of an organization that is devoted to giving back!

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:

• Free counseling services and resources for emotional, physical and financial wellbeing
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Colleague recognition program
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Consumer discounts through Abenity and Consumer Discounts
• 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.
• 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.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Education assistance (tuition, student loan, certification support, dependent scholarships)

Learn More About Employee Benefits

Note: Eligibility for benefits may vary by location.

Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Associate Product Analyst to help us reach our goals. Unlock your potential!

Job Summary And Qualifications

Position Summary

As assigned by leadership, this individual will work with our operational support team and other team members to support our Electronic Healthcare Record solutions/products to meet the needs of our stakeholders. HCA ITG Tier 2 Associate Product Analyst 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. In some cases, this individual will need to act as a project manager, business analyst, product tester, etc. in order manage and resolve issues.

Major Responsibilities

• 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.
• 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.
• Track development fixes and publish to customer base and ITG.
• Work with vendors to ensure compliance with HCA IT expectations
• Performs other duties as assigned
• 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.
• Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”
• Ensures proper monitoring/alerting for availability and performance. Provides triage documentation for alerts.
• 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.
• 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.
• Works directly with the customer to resolve escalated issues.
• Provides afterhours/on-call support
• Actively owns and participates in change validation testing and patching validation (as applicable and determined by product owner).
• Has the ability resolve simple to complex production support issues
• Establishes and maintains data integration between applications
• Establishes and maintains solid business relationships
• Leverages HCA ITG ITSM products and tools in accordance with ITIL standards.
• Works directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.
• Works ITSM queues responding to customer issues and requests within defined SLAs
• 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.
• Gathers and documents business, user, functional and non-functional requirements for in scope products.

Education & Experience

• 1+ year(s) of experience in product of support Required Or equivalent combination of education and/or experience
• Associate's degree Preferred

Knowledge, Skills, Abilities, Behaviors

• Achieve Success through Change: Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors. Required
• Other System Knowledge: Service Central (Service Now) Preferred
• Drive Execution and Financial Results: Ability to commit to the success and financial wellbeing of HCA by challenging others to excel and hold themselves and others accountable for achieving results. Required
• Attain and Leverage Strategic Relationships: Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA. Required
• MEDITECH Magic/Expanse: Working knowledge of MEDITECH workflows and dictionaries within various modules Preferred
• Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients. Required
• Communicate with Impact: Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results. Required
• Lead and Develop Others: Ability to lead others to accomplish organizational goals and objectives; provide meaningful coaching and mentoring to increase the capabilities of individuals and teams and drive employee engagement. Required
• Honor our Mission and Values: Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect. Required
• Effective Decision Making: Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA. Required
• PatientKeeper: Working knowledge of PatientKeeper modules/features including but not limited to Patient List, Charge Capture, NoteWriter, CPOE and Medication Reconciliation Preferred

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.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Associate Product Analyst opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

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.