Problem Analyst

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

• Knowledge, Skills, Abilities, Behaviors:

·

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