IT Operations Center Analyst II WFH in Nashville, Tennessee, United States
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HCA Healthcare

IT Operations Center Analyst II WFH

Nashville, TN, United States
Full-time • Nights > 10 Hrs/Wkends Rotate
Admitting Registration Clerical and Scheduling   Job ID: 544292
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Description

Introduction

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) IT Operations Center Analyst II 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:

  • 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 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.
  • Fertility and family building benefits through Progyny
  • Free counseling services and resources for emotional, physical and financial wellbeing
  • Family support, including adoption assistance, child and elder care resources and consumer discounts
  • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  • Employee Stock Purchase Plan
  • Retirement readiness and rollover 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)

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 IT Operations Center Analyst II to help us reach our goals. Unlock your potential!

Job Summary

Position supports ITG. This role will be responsible for overseeing HCA IT operations, mission critical data centers and facilities. The IT Operation Center Analyst II (ITOC Analyst) will coordinate and work with other Analysts to ensure technical support coverage is provided at these locations. ITOC Analyst assists execution of Major Incident Response Team processes and Critical Incidents. Promptly identifying potential critical issues and acting upon them according to escalation processes is key in the success of the ITOC team and health of ITG systems. Being a resource for ITOC Associate/Analysts is an additional responsibility for this role.

Job duties will include but not be limited to:

  • The IT Operations Center (ITOC) is staffed to ensure 24x7 coverage. Represent IT presence with (ITOC) command center. Coordinate activities with other IT groups and Business Partners for support.
  • Access all available notification tools and devices that support Mission Critical Facilities (MCF) environments. During an incident, verify that teams are engaged in remediation efforts. Initiate notifications, prompt updates and where required distribute updates to incidents.
  • Be a Service Central Scribe during major events and critical incidents for the event leader (usually an ITOC Manager).
  • Manage updates to and assure program activities follow the incident & escalation framework.
  • Assure that risks, problems and events resulting from incidents are identified and followed by business partners.
  • Assure that associated documentation related to MCF Operations is current, accurate and available or work with business partners to update.
  • During critical or major incidents, organize conference bridges and assure coordination between IT and Business Partners.
  • Maximizing use of current tools, reports and programs as well as using technological creativity and know-how to automate manual reporting/tools and development and creation of new reporting/tools.
  • Initiate and/or manage call center data process improvements.
  • Work with Senior Leadership and Business Partners (when applicable) to provide data, insights and recommendations to build strategy around driving use of technology and tools by call center leadership.
  • Collaborate with Senior Leadership to understand their data analysis needs, explain trends in data and actively drive further research and/or operational changes within IT to meet service goals, meet cost goals and provide our customers an excellent customer experience.
  • Monitors and ensures that foundational Operational tools utilized by service desk are configured and utilized appropriately, and that tool settings and processes are aligned with expected business performance goals.
  • Have a constant pulse on operational stability of applications and infrastructure; escalate issues appropriately.
    • Live and active monitoring of multiple communications channels (dashboards, email, team chats, etc.).
    • Provide assistance or assist with communication breakdowns when application and infrastructure issues merge
  • Provide communication for specific server patching windows, including:
    • sending maintenance notifications
    • lead planning meeting
    • monitoring for issues that arise during the patch window
  • Manage other systems/tool implementation as needed.
  • Work with front line Call Center Management to develop them into expert users of call center technology and self-serve tools.
  • Regularly assess/analyze call center service goal performance relative to how agents are grouped to take inbound calls and make recommendations for change based on business need, new products, changes to how to currently do business to drive more efficient call processing and better customer experience.
  • Provides Phone Coverage, Chat, and Ticket support as needed.
  • Performs other duties as assigned.
  • Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement”
  • With training, be able to fulfill the event leader role as an emergency backup
  • Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.
  • Work closely with Event Response and other departments to ensure issue are resolved quickly
  • Document your cases on our internal system, by taking clear and concise case notes with an ability to paraphrase for high level conversations
  • Become the liaison for all critical issues reported
  • Be the point person to escalate and facilitate communication for Critical and Major Incidents.
  • Work with other teams, as required, to solve complicated issues

Education

  • Associate's degree in Information Systems or related field Preferred

Experience

  • Spend 6 months or more as a member on the ITOC team Preferred
  • 4 + years of experience in a relevant IT role Preferred
  • SME (Subject Matter Expert) in at least 3 relevant IT categories and/or technologies Preferred
  • Enrollment in Greenbelt certification program or can demonstrate Greenbelt project success Preferred

Licenses. Certifications, & Training

  • ITIL Foundation certification Preferred

Travel Requirements

  • Occasional Travel: The job may require travel from time- to-time, but not on a regular basis.

Position is work from home. Shift hours will be nights with rotating weekends.

ITG transforms healthcare and gives people healthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works to move healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

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 IT Operations Center Analyst II 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.

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Details

Full-time • Nights > 10 Hrs/Wkends Rotate

COVID-19 Vaccination

In compliance with the emergency regulation issued by the Centers for Medicare & Medicaid Services (CMS) dated November 4, 2021, and company policy, this role MAY require you to be fully vaccinated for COVID-19 based on local, state and /or federal law or regulations, or to have applied for a medical or religious exemption (including booster for California). (For further clarification, please ask your recruiter.)

About HCA Healthcare

What matters most to our diverse and talented colleagues is giving people the absolute best healthcare in the most compassionate way possible.

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