Associate Product Support Analyst in Nashville, Tennessee, United States
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HCA Healthcare

Associate Product Support Analyst

Nashville, TN, United States
Full-time • Days 7-10 Hrs/Wkdays Only
Information Technology   Job ID: 27253
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Description

Introduction

Do you want to join an organization that invests in you as a(an) Associate Product Support Analyst? At HCA Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

At HCA Healthcare, we want to ensure your needs are met. We offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:

  • Medical, Dental, Vision, Life Insurance and Flexible Spending
  • Paid Time Off (PTO) and Personal Leave
  • 401K (100% annual match - 3% to 9% of pay based on years of service)
  • Academic Assistance and Reimbursements for Tuition and Student Loans
  • Employee Discounts including Tickets, Retail, Mental Health Apps, Education Apps, Identity Theft Protection etc.
  • HomeAuto, and Pet Insurance
  • Employee Stock Purchase Program (ESPP)
  • Short Term Long Term Disability coverage
  • Adoption Assistance
  • Legal Benefits and lots more!

Learn more about Employee Benefits

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Associate Product Support Analyst like you to be a part of our team.

Job Summary and Qualifications

JOB SUMMARY

 The Associate Product Support Analyst is hands-on training and IT support, and should have some understanding of level 2-application support. Individual will research and resolve a high-volume of incidents for Healthtrust Supply Chain/Group Purchasing Organization (GPO). Healthtrust Supply Chain/GPO has a variety of contract, clinical, financial and warehouse management software. Individual will be knowledgeable of the data flows and workflows between applications and interfaces and have strong communication and customer service skills. The Associate Application Support Analyst will collaborate with other Support Analysts and will resolve a variety of technical issues relating to third party applications and or in-house created applications. These technical issues involve troubleshooting most common issues with hardware, software, operating system, and light SQL to analyze the workflow and data between applications. The Associate Product Support Analyst will focus on improving the products through our various process improvement programs, assist or create KB articles, and helps identify areas of improvement. The Associate will learn to analyze data, identify patterns or trends, and classify incidents. The applicant will collaborate with developers and engineers to improve the performance of the software. The applicant will be capable of identifying key performance metrics used to measure the efficiency and effectiveness of themselves and their team The Associate Product Support Analyst provides support during normal business hours and are included in an on-call rotation for nights weekends and holidays. Strong background in IT or Supply Chain preferred. Analytical skills and practical experience are a plus. 

GENERAL RESPONSIBILITIES 

Administrative/Staff Development (20%) 

  • Participate in Staff Meetings
  • Job shadow other members of the team
  • Identify most common issues and create documentation or assist in the creation of documentation to troubleshoot. 

Operations (70%) 

Responsible for giving level 2 Support: 

  • Manage/troubleshoot incidents and/or route incidents to appropriate groups
  • Use QA environments to test/reproduce user’s issues 
  • Escalate complex incidents to engineers or development
  • Use SQL queries to analyze application data
  • Review application logs to identify warnings or errors that engineers/developers can review during triage 

Governance & Process improvement (10%) 

  • Work with Project Management, Deliver Managers, and staff to prioritize tasks to meet deadlines
  • If assigned to a project complete project work using proven methodology/best practices
  • Update and create new process documentation as processes change or are added to service delivery.
  • Adhere and follow our change management, critical review and RCA processes 

Knowledge, Skills & Abilities

  • Ability to multi-task
  • Strong verbal communication and problem solving skills
  • Strong written, interpersonal, and relationship-building skills 
  • Ability to adapt to shifting priorities, demands, and timelines through analytical and problem solving capabilities
  • Strong understanding of appropriate application, clinical workflows, and customer service 

RELEVANT WORK EXPERIENCE 

  • Less than 1 year 
  • Candidates with equivalent job experience may be considered. 

EDUCATION 

  • Bachelor’s Degree Preferred 

OTHER/SPECIAL QUALIFICATIONS 

Preferred but not required

  • Knowledge of providing customer support using an IT tracking software 
  • Familiarity with Active Directory/NT Account administration 
  • Understanding of IT Infrastructure Library (ITIL) and project management methodologies 
  • Root cause and trend analysis experience
  • Continuing education in line with business domain
  • Team player with a positive attitude 
  • Quick learner 

PHYSICAL DEMANDS/WORKING CONDITIONS 

  • Physical Demands: Prolonged sitting, viewing a computer screen and typing on a computer keyboard
  • Working Conditions: Includes a schedule that has shifts occurring after normal business hours (nights, weekends and company holidays) and on-call support as required. 
  • Sporadic travel during application installs, upgrades, and tech refresh. 

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 named one of the World's Most Ethical Companies by Ethisphere Institute for over a decade.  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.

"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Associate Product Support Analyst opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

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 • Days 7-10 Hrs/Wkdays Only

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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