product analyst.

MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES

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• Provide tier 3 product support for assigned applications. Escalated support from tier 1 and 2 service operation teams, including escalation contact and specialist on critical and major incidents. Lead conference bridges and take issues to resolution.
• Work ITSM queues responding to customer issues and requests within defined SLAs
• Work directly with the customer to resolve escalated issues
• Work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues
• Communicate 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.
• Actively participate with product team to analyze customer issue trends and provide permanent fix and/or automation in stewardship to report on operational status of product
• Track development fixes and publish to customer base and ITG
• Contribute to training and education materials for diverse user bases. Leverage ITSM Knowledge base for tier 1 and 2 analysts to equip them for customer first call / issue resolution as well as alert resolution (all interaction types, i.e., incidents, alerts, requests). Include customer facing knowledge article publishing for users.
• Actively participate in change validation testing and patching validation (as applicable and determined by product owner)
• Gather and document business, user, functional and non-functional requirements for in–scope products
• Provide data flow diagrams for applications and infrastructure as needed
• Coordinate any downtimes, upgrades and change schedules. Leverage 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 own and participate in lifecycle management of assigned applications and infrastructure.
• Maintain vendor contacts and support matrix necessary for ITG Operations.
• Ensure proper monitoring/alerting for availability and performance. Provides triage documentation for alerts
• Work across teams to resolve support issues

REPORTING STRUCTURE

Does this position formally supervise employees? (Y / N)

No

JOB SPECIFICATIONS

Qualification:

Bachelor's degree in a related technical field

Years of Experience:

2–5 years of relevant work experience

Skills and Capabilities

Details

People Management Skills

• Ability to develop and strengthen collaborative relationships with both internal and external       stakeholders and the growth of HCA Healthcare
• Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect
• Ability to identify opportunities for improvement and innovation, remove barriers and resistanceas well as enable desired behaviors

Technical Skills

• Knowledge of MEDITECH Magic or other EHRs
• Proficiency in leveraging HCA Healthcare ITSM products and tools
• Familiarity with ITIL standards for service management
• Ability to respond to customer issues and requests within defined SLAs

Other Skills

• Results oriented with an eye towards business results as the objective of automations
• Demonstrates an empathetic and growth mindset with a willingness to learn new skills,  technologies, and methodologies
• Proven ability to complete work, make sound decisions, and plan and accomplish goals with direction / guidance from leadership
• Builds and nurtures healthy relationships with all colleagues
• Stays abreast of public cloud technologies, capabilities, and industry use of public cloud to help guide HCA Healthcare’s strategy and adoption
• Demonstrates productive and inclusive communication skills with all colleagues
• Excellent problem-solving and analytical skills
• Ability to work both independently and on a team
• Willingness to contribute to a positive and inclusive team culture