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

Associate Product Analyst

Nashville, TN, United States
Full-time • Days 7-10 Hrs/Wkdays Only
Information Technology   Job ID: 50235
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Description

Introduction

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

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

We are seeking a(an) Associate Product 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

Position Summary

 HCA ITG Tier 2 Product Specialist will provide SME/ Tier 2 technical knowledge and product support. This position will focus on operational response and resolution of customer interactions (incident, requests, changes, etc). They will work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues. This role includes direct customer collaboration on research and resolution. Responsible for daily queue management of customer reported issues as well as trending, elimination, and prevention. Organizational goal – eliminate/reduce customer impact and identify issues via alerting/monitoring prior to customer impact. Communicate to customers proactively and with urgency to provide product issues status when needed. Advocate for customers to enhance their experience with our technologies. As assigned by leadership, this individual will ensure proper configuration, implementation, and integration for products to meet the needs of our key stakeholders while meeting IT security standards. In some cases, this individual will need to act as a project manager, business analyst, product tester, etc. Major 

Responsibilities:

  •  Provides tier 2 product support for assigned applications. Escalated support from tier 1 service operation teams. Including escalation contact and specialist on Critical and Major Incidents. Leads conference bridges and issues to resolution. 
  • Leverages HCA ITG ITSM products and tools in accordance with ITIL standards. 
  • Works ITSM queues responding to customer issues and requests within defined SLAs 
  • Works directly with the customer to resolve escalated issues.
  • Works directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.
  • Communicates relevant product information to user base and appropriate stakeholders. Includes flash message draft and sending for incidents, events, enhancements, changes and other communications defined by product leadership. Leverage standard ITG communication processes and tools. 
  •  Analyze customer issues trends and provide permanent fix and/or automation. Actively participates with product team in stewardship to report on operational status of product. 
  • Track development fixes and publish to customer base and ITG. 
  • Provides training and education materials for diverse user bases. Leverages ITSM Knowledge base for tier 1 analysts to equip them for customer first call/issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests). Includes customer facing knowledge article publishing for users. 
  • Gathers and documents business, user, functional and non-functional requirements for in scope products.
  • Establishes and maintains solid business relationships
  • Provides data flow diagrams for applications and infrastructure 
  • Coordinates any downtimes, upgrades and change schedules, Leverages ITSM processes to track Changes to products via change management process and system for service operations visibility.
  • Performs other duties as assigned
  • Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”

 Education & Experience: 

  • Bachelor's degree Information Systems Preferred 

Knowledge, Skills, Abilities, Behaviors: 

  • Experience with project management and/or process improvement Required
  • Demonstrated ability to facilitate diverse groups of people in a problem-solving environment Preferred 
  • Strong problem and issue resolution experience and create quality deliverables Required 
  • Ability to meet deadlines and set clear expectations Required 
  • Possess good written and verbal communication skills and be able to communicate effectively with individuals at various levels within the organization Required
  • Understanding of use of technologies in a healthcare environment. Preferred
  •  Ability to implement integrations between complex applications Required 
  • Ability to work independently Required
  •  Ability to multitask Required 
  • Detailed oriented and analytical with good organization skills Required 

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.

"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 Associate Product 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 • 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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