Problem Analyst in Nashville, Tennessee, United States
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HCA Healthcare

Problem Analyst

Nashville, TN, United States
Full-time • No Weekends
Information Technology   Job ID: 621424
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Description

Introduction

Are you looking for a work environment where diversity and inclusion thrive? Submit your application for our Problem Analyst opening with HCA Healthcare today and find out what it truly means to be a part of the HCA Healthcare team.

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.

We are seeking a Problem Analyst for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!


Job Summary and Qualifications

Nashville, TN based: This position resides within the Service Management Organization and is on the ITG Problem Operations team. This role is expected to lead and manage Major and Critical IT problem efforts to absolute resolution. Major and Critical problem efforts include leading the enterprise to root cause on Major and Critical impacts to business services such as patient care and financials. This also includes performing continual communication and interaction with Corporate Executive Management as well as Lines of Business Executives. Must always present oneself with the utmost professionalism. Must be able to lead/influence outside vendors to reach a resolution in HCA’s best interest along with determining root cause and corrective action.

Major Responsibilities:

This position is responsible for triaging, communicating, and leading problem and root cause for major problem efforts across the enterprise. The primary responsibility is to ensure IT service delivery to our customers by applying ITIL Problem processes. In addition, this role will work extensively with other IT leadership and groups to help improve delivery of their IT services and effect continuous process-based improvements. Strong IT experience, communication skills and exceptional organizational skills are required.

This position will be required to lead and influence multi-team environments communicate effectively at all levels of the enterprise management. Must have a good level understanding of Corporate IT policies, procedures, and standards, as well as general knowledge of business systems environments and business processes of IT&S customers. In addition, RCA (Root Cause Analysis) must be determined, and processes/procedures updated to include irreversible correction to prevent repeat failures.

  • Creation of problem records
  • Facilitate, lead, investigate and diagnose root cause work efforts (including internal stakeholders and vendor partners)
  • Ensure root cause analysis is performed and permanent solutions are implemented
  • Update tickets via ITSM processes to ensure appropriate tracking of problem records
  • Review problem tickets to ensure are routed correctly and addressed in a timely manner
  • Work with internal teams to ensure proper problem statements are captured.
  • Identify, document, and help lead (as required) system and business process based continuous improvement opportunities
  • Typical responsibilities may include complex data mining, trend analysis, metric and report production, process maturity and compliance assessment, process flow charting, and iterative process activities
  • Follow known error processes and assigned tasks, ensuring known errors are corrected and problems are prevented and/or resolved
  • Provide routine and ad hoc status updates and facilitates meetings as needed
  • Communicate effectively with leadership including executive management on status and strategic opinions relative to business impact
  • Conducts reviews of problems and changes
  • Attend and participate in enterprise change advisory board meetings to prevent problems
  • Attend and participate in daily standups to review operational status and problem operations priorities
  • Perform proactive activities designed to promote a trouble-free production environment
  • Request and leverage data/reports to analyze problems and improve operations
  • Predict potential negative impact to stakeholders based on trends and root cause analysis
  • Analyze, trend, and succinctly report on ITG operational problems; prioritize efforts based on impact, risk, and cost
  • Participate in monthly operational reports with stakeholders
  • Actively participates and meets with the HA program leadership to gain insights into top HA application opportunities. Correlates these opportunities with operational data/impact and creates problems to reduce risk and customer/financial impact. Also, collaborates with other organizations to identify opportunities (DR, Cyber, Lifecycle, Patching)
  • Assist in Problem Management tool decisions
  • Support and work with all ITIL process owners to develop and implement process improvement plans
  • Analyze recurring incidents for areas of improvement and help develop a plan to implement
  • the resolution as appropriate
  • Review incident and problem management reports and identifies action plans to improve key performance indicators as necessary
  • Search externally and internally to find improvement opportunities
  • Audit the problem management processes (as needed)
  • Serve as a support representative for cross organizational initiatives
  • Support an organizational culture that provides for high performance, high morale,
  • integrity and teamwork
  • Work cross organizationally to ensure problems are solved promptly and effectively
  • Provides after-hours and on-call support, as needed
  • Other responsibilities or duties as may be assigned

  • Education & Experience:


Bachelor's degree Information Systems

Preferred


1+ year(s) of experience in an Operations role

Required



Licenses, Certifications, & Training:


ITIL Foundation Certification

Preferred


HDI Problem Management Professional Certification

Preferred


PMP Certification

Preferred


Lean Six Sigma Certification

Preferred

·

Project Management Experience/Training

Preferred

·

General knowledge of business systems environments and business processes of IT customers.

Preferred

·

General knowledge of software development and IT infrastructure technologies.

Preferred

·

Deep understanding of the cross-functional impact of changes in relation to IT technologies.

Preferred

·

Good process assessment, analytical, and planning skills.

Preferred

·

Customer first mentality

Preferred

·

Good presentation skills with the ability to present material clearly and concisely

Preferred

·

Collaborative, team orientated

Preferred

·

Must be able to multi-task proficiently and exhibit good decision-making skills.

Preferred

·

Managing (complex) IT technical investigations.

Preferred

·

Ability to identify problems and note trends.

Preferred

·

Good customer relationship skills.

Preferred

·

Works with little or no supervision.

Preferred

·

Excellent verbal and written communication skills.

Preferred


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.

"Across HCA Healthcare’s more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare.
Together, we uplift and elevate our purpose to give people a healthier tomorrow."- Jane Englebright, PhD, RN CENP, FAAN
Senior Vice President and Chief Nursing Executive

If you find this opportunity compelling, we encourage you to apply for our Problem Analyst opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing, 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.

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Details

Information Technology
Full-time • No Weekends

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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