HCA Healthcare

Consulting CMDB ITIL Process Analyst

HCA Healthcare • $95K — $115K *
Nashville, TN 37211In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of relevant work experience required
  • Bachelor's degree preferred
  • IT Infrastructure Library (ITIL) Certification
  • Demonstrated knowledge of use case analysis and workflow design
  • Excellent communication and interpersonal skills
  • Proven organizational skills
  • High energy, ambitious self-starter with an aptitude for learning.

Responsibilities

  • Own end-to-end management of assigned ITSM processes
  • Develop and maintain process documentation
  • Consult with departments to propose and implement solutions
  • Monitor key performance indicators and report to leadership
  • Facilitate ITSM meetings and ensure effective communication
  • Identify and implement process improvement opportunities
  • Serve as a liaison between ITSM team and other stakeholders.

Benefits

  • Comprehensive medical, dental, vision, and telemedicine services
  • Free counseling and wellbeing support
  • Paid time off and family leave programs
  • 401(k) Plan with 100% match on employee contributions
  • Tuition assistance and certification support
  • Assistance for family building and adoption
  • Additional perks including life insurance and legal counseling.
Full Job Description
Consulting CMDB ITIL Process Analyst

Job Summary and Qualifications

JOB SUMMARY

The Consulting CMDB ITIL Process Analyst is responsible for the end-to-end ownership, adoption, governance, and continuous improvement of assigned ITIL processes, with a focus on Configuration Management Database operations. This role defines process goals, aligns them with HCA's strategic objectives and industry best practices, and promotes consistent process execution across business, IT, and stakeholder groups.

Serving as a liaison between the ITSM team and internal and external partners, the Consulting Process Analyst helps design, implement, manage, and mature ITSM processes across the organization. Key responsibilities include developing and maintaining process documentation, establishing standard templates, monitoring key performance indicators, facilitating ITSM meetings, and ensuring consistent communication and delivery practices across assigned process areas.

This position works closely with supported hospitals, division service desks, shared service centers, vendor partners, and HCA corporate departments to ensure ITSM processes deliver measurable value, support operational excellence, and meet the needs of the organization.

GENERAL RESPONSIBILITIES
• End-to-end ownership of assigned ITSM Processes (Design, Implement, and Execute)
• Owns, creates, and maintains assigned process documentation
• Owns, creates, and maintains end-user training for assigned processes
• Consults with Departments and Divisions on specific needs to offer proposed solutions, and implements appropriately
• Works closely with subject matter experts to plan communication methods and materials that get business results, including innovative ways to cascade communications throughout the organization
• Provides expertise in process design, including elicitation and prioritization of business requirements
• Holds Enterprise accountable for following defined processes to ensure effectiveness and compliance, and escalates when variances are identified
• Identifies and monitors process KPI's and reports to leadership in agreed-upon cadence
• Provides training consultation and content development to various groups including leadership and end-users
• Identifies Process Improvement Opportunities and develops plan(s) to implement; continuously strives to increase process maturity, efficiencies, and effectiveness.
• Follows all ITIL processes in relation to personal/team ticket management
• Investigates problems and risks to define propose solutions and/or mitigations
• Understands all Administrative functionalities of the ITSM tool and understands their impact on process workflows
• Reviews and presents enhancement or change proposals to the Governance committee
• Assists in prioritization of work requests for the ITSM Development team
• Completes all assigned deliverables and contributes to success of projects and ITSM tool upgrades
• Communicates with end users and other stakeholders through multiple channels
• Implements and Facilitates User Review Groups
• Builds and enhances relationships across ITG and other stakeholders within the enterprise
• Creates an environment that encourages information sharing, team-based resolutions, cross-training, and focuses on quick and effective problem resolution
• Investigates and troubleshoots application issues, performs root cause analysis and works with the team to recommend and implement solutions
• Independently handles end-user requests and incidents, follows up to determine the resolution and communicates efficiently
• Serves as process expert and SMO liaison on audit-related inquiries

EDUCATION

Bachelor's degree preferred

EXPERIENCE

7+ years of relevant work experience required

OTHER/SPECIAL QUALIFICATIONS
• IT Infrastructure Library (ITIL) Certification
• Demonstrated knowledge of use case analysis and workflow design
• Excellent communication and inter-personal skills, including the ability to collaborate with personnel at all levels of the enterprise in a cooperative and effective manner, in a variety of media and formats
• Excellent ability to write for different platforms and audiences
• Great listener, interviewer, and researcher
• Excellent conflict management and negotiation skills to consistently achieve "win-win" results
• Passion and concern with improving the organization
• Proven organizational skills
• High energy, ambitious self-starter with an aptitude for learning and customer focus
• Ability to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high-quality work products on time with minimal direction
• Working knowledge of vendor management principles and procedures.
• Excellent understanding and ability at explaining IT topics
• Healthcare Inspired

PHYSICAL DEMANDS/WORKING CONDITIONS
• Typical work week hours can vary depending on workload and project deliverables.
• Prolonged sitting and office environment

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 benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
  • Wellbeing support, including free counseling and referral services
  • Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
  • Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
  • Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
  • Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

About HCA Healthcare

HCA Healthcare Careers

Join the dedicated team at HCA Healthcare, a leading provider in the medical field, and be part of a company known for its exceptional care and commitment to innovation. At HCA Healthcare, we offer a variety of job opportunities that allow professionals to grow their careers in a supportive and diverse environment.

Work You’ll Do

At HCA Healthcare, you will contribute to a culture that values patient care above all. Our team members are equipped with the skills and resources needed to provide outstanding healthcare services. With positions ranging from nursing to administrative roles, HCA Healthcare is actively hiring and offers a dynamic workplace where leadership and professional growth are encouraged.

Innovate and Lead

Join a team where innovation is at the heart of everything we do. HCA Healthcare is a place where you can lead efforts to improve patient outcomes using the latest technologies and practices in the healthcare industry. Our leadership is committed to fostering a culture of diversity and inclusion, ensuring all team members can thrive.

Professional Growth and Development

HCA Healthcare believes in nurturing the growth of its employees through robust professional development and training programs. Whether you are just starting your career or are a seasoned professional, we provide the tools and training necessary to advance your skills and take on new challenges. Explore our wide range of career paths and find the position that best suits your skills and passions.

Benefits and Culture

Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. From comprehensive health insurance to retirement plans and employee wellness programs, HCA Healthcare takes care of its team. Our inclusive culture and commitment to work-life balance make HCA Healthcare a desirable place to work.

Internship and Networking Opportunities

For those new to the healthcare field, HCA Healthcare offers internship programs that provide real-world experience and a pathway to full-time employment. Additionally, our extensive professional network allows for endless networking opportunities, helping you to build relationships and advance your career.

Join Our Team

Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Ready to start your journey with HCA Healthcare? Prepare your resume, sharpen your interview skills, and apply today to become part of a team that’s dedicated to improving lives.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at HCA Healthcare. Explore the possibilities with HCA Healthcare, where your career is nurtured, and your contributions are valued. Join us in our mission to deliver high-quality patient care through innovative practices and a compassionate approach.
Learn more about HCA Healthcare
Size
204,000 employees
Market Cap
$67.9 billion
Industry
Healthcare
Net Income
$3.7 billion
Founded
1968
5 Year Trend
+7.2%
Revenue
$51.5 billion
NASDAQ
HCA
* Ladders Estimates

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