Job Summary and QualificationsThe Senior Product Analyst leads activities ensuring the creation, adoption, and improvement of assigned processes within a ServiceNow application. This position owns the definition of product goals, aligning those goals to both HCA's strategy and industry best practices, and promoting them to business, IT leaders, and other stakeholders. The Senior Product Analyst will work closely with internal and external stakeholders to design, implement and manage the assigned process workflows within the organization. Operational responsibilities include, end-to-end ownership of one or more processes within their managed ServiceNow application(s), creating requirements for implementation of processes, and serving as a subject matter expert within the ideation phase to determine the execution path.
The Product Analyst will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments to ensure expected value is realized.
- End-to-end ownership of assigned 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
- Provides expertise in process/product design, including elicitation and prioritization of business requirements
- Identifies and monitors process KPI's and reports to leadership in agreed-upon cadence
- 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 custom built and CSM, ServiceNow, applications and understands their impact on process workflows
- Documents accordingly in the HCA ISAM
- Implements a Governing Board to review and approve enhancement requests
- Assists in prioritization and scope of work requests for either the development team or vendor engagement
- Completes all assigned deliverables and contributes to success of projects and annual tool upgrades
- Communicates with end users and other stakeholders through multiple channels
- Implements and Facilitates User Review Groups
- Builds and enhances relationships across the enterprise
- Creates an environment that encourages information sharing, team-based resolutions, cross-training, and focus 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/product expert and liaison on audit-related inquiries.
- Focused collaboration with the SMO ServiceNow team including Developers and other Product Analysts, to ensure adherence to tool best practices and standards
What qualifications you will need:- Bachelor's Degree preferred
- Five or more years of relevant work experience
Other/Special Qualifications
- 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 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.
- Healthcare Inspired
BenefitsHCA 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. 
