Service Management Ambassador Analyst in Nashville, Tennessee, United States
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HCA Healthcare

Service Management Ambassador Analyst

Nashville, TN, United States
Full-time • Days 7-10 Hrs/Wkdays Only
Sales and Business Development   Job ID: 41217
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Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Service Management Ambassador Analyst with HCA Healthcare you can be a part of an organization that is devoted to giving back!


We are committed to providing our employees with the support they need. At HCA Healthcare, 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

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 Service Management Ambassador Analyst to help us reach our goals. Unlock your potential!

Job Summary and Qualifications

The Service Management Ambassador is a trusted business advisor that supports the maturity of the ITSM business values and aligns to the customer’s priorities. The role supports the education, adoption, maturity, management and customer relationship relating to the ITSM foundation, (including, but not limited to) enterprise Asset & Lifecycle Management, Incident, Problem, and Change Management. The role will require technical understanding of the division and Corporate critical application and business services including High Availability and Disaster Recovery. The role develops a trusted advisor relationship with key stakeholders including the division personnel, facility IT leaders, corporate IT executives, and other technology professionals. The role is responsible for facilitating and executing SMO work intake requirements, gathering and analyzing information, facilitating collaboration across

ITG teams and providing consultation on products and processes to ensure objectives are met and value is delivered. The role supports the processes and identifies areas for improvement. The role may identify and articulate needs to be submitted to the project portfolio and/or enhancements. The role partners with the colleagues to advocate IT service management priorities to the product owners and influence long-term strategy. The role reviews documentation for both internal processes and user guides. This role requires strong communication skills and a high level of situational confidence. The role must display executive presence, confidence, and critical thinking for service management transformation.

Duties Include:

  • Support asset management processes are embedded in division or Corporate IT practices by compliance
  • reporting
  • Support governance and oversight for the O-CAB by compliance reporting
  • Aide / Answer Questions regarding ITG training for colleagues on ITSM/SMO disciplines
  • Support / build understanding of DR procedures, exercises, audits, and application impact assessments
  • (AIAs) leverage the enterprise DR process and tools
  • Support / build understanding of problem management investigations, ensure root cause analysis (RCAs) are identified and fully remediated
  • Support /building understanding of incident processes are adhered to by ITG staff by compliance reporting
  • Through outreach or intake, support / build understanding of functional areas of SMO are operationally
  • ready to support new applications, application upgrades, new facilities or physical locations, functionality or use cases.
  • Support high availability assessments and action planning
  • Support / develop capabilities of ITSM dashboards in ServiceCentral for IT Leadership
  • Support measured KPI reporting to support process improvements across division management teams
  • Supports SMO project deliverables to ensure ITSM process standards are followed and documented


  • Understanding of the IT service management industry
  • Understanding of the organizational, communication, business analysis, project management, and problem solving skills
  • Aware of /Supports project go-lives to ensure ITSM process standards are followed and documented
  • Participates in HCA Healthcare Enterprise Asset Management team to understand the automation solutions, ensure compliance, identify improvements, and extend capabilities
  • Collaborates with HCA Healthcare Enterprise ITSM Process Owners/Analysts to ensure adherence to policies
  • Supports Change Advisory Board advisor and Emergency Change escalation focal
  • Attends ITSM-related meetings in the HCA Healthcare divisions and corporate departments
  • Travels to the division’s facilities regularly, to include Corporate and other divisions as necessary
  • Identifies and recommends process and project improvements
  • Recommends measured KPI reporting to support process improvements across management teams
  • Participates in Lean Six Sigma and iProcess best practices.
  • Continually seeks to improve technical, consulting, and professional skills as they relate to all areas of the service management organization through attending classes, providing support to clients as requested, and keeping up to date on industry standards.
  • Contributes to team success by collaboration and engagement

All other duties as assigned.

What qualifications you will need:


Bachelor’s Degree Preferred


1 or more years


  • ITIL Certification - Preferred
  • ServiceNow experience - Preferred
  • Knowledge of Disaster Recovery concepts - Preferred
  • Knowledge in Lean Six Sigma concepts - Preferred
  • Understanding of project management methodology and deliverables - 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 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.

"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 Service Management Ambassador 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.


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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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