HCA Healthcare

Consulting Product Analyst

HCA Healthcare • $75K — $95K *
Nashville, TN 37211In-Person
Healthcare
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • 7+ years of product support experience required

Responsibilities

  • Provide tier 2 product support for assigned applications
  • Lead conference bridges to resolve issues
  • Respond to customer issues and requests within defined SLAs
  • Work with service operations and vendor teams to eliminate technology issues
  • Communicate product information to users and stakeholders
  • Analyze issue trends and recommend permanent fixes
  • Provide training and education materials for diverse user bases

Benefits

  • Comprehensive medical, dental, vision, and behavioral health benefits
  • Access to free counseling and referral services
  • Generous paid time off and family leave programs
  • 401(k) Plan with employer matching contributions
  • Tuition assistance and education support programs
  • Variety of additional benefits including life insurance and legal counseling
Full Job Description
Consulting Product Analyst

Job Summary and Qualifications

Job Summary and Qualifications

Based in Nashville, TN, the Consulting Product Analyst will report directly a manager with the Meditech Expanse team and work closely with the Expanse team and other business partners. This role will collaborate with various leaders, product owners, analysts, project managers, and technical solution providers across the enterprise to deliver on business needs related support of the EHR.

The Consulting Product Analyst will be accountable for the coordination of designated work efforts, escalation of issues, and support of associated areas to ensure a successful EHR implementation and ongoing operations. 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. Actively owns and participates in change validation testing and patching validation (as applicable and determined by product owner).
  • Gathers and documents business, user, functional and non-functional requirements for in scope products. Work with vendors to ensure compliance with HCA IT expectations Establishes and maintains data integration between applications
  • Establishes and maintains solid business relationships Ensures HCA and vendors abide by contract commitments
  • Ensures HCA meets license requirements of vendors 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.
  • Add infrastructure and other CMDB assets/relationships as needed based on new technology or modifications to the platform/infrastructure. Actively owns and participates in lifecycle management of assigned applications and infrastructure.
  • Decommissions applications as needed Maintains vendor contacts and support matrix necessary for ITG Operations.
  • Ensures proper monitoring/alerting for availability and performance. Provides triage documentation for alerts. Provides afterhours/on-call support Has the ability resolve simple to complex production support issues
  • Performs other duties as assigned Practices and adheres to the "Code of Conduct" philosophy and "Mission and Value Statement."


Education & Experience

  • Bachelor's degree required
  • 7+ years of experience in product support required


Travel

  • Occasional travel. The job may require travel from time-to-time, but not on a regular basis.
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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