DescriptionIntroductionDo you have the career opportunities as a Product Analyst II WFH you want with your current employer? We have an exciting opportunity for you to join Work from Home which is part of the nation's leading provider of healthcare services, HCA Healthcare.BenefitsWork from Home, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)Note: Eligibility for benefits may vary by location.Our teams are a committed, caring group of colleagues. Do you want to work as a(an) Product Analyst II WFH where your passion for creating positive patient interactions is valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!Job Summary and QualificationsHCA Healthcare 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 Healthcare 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 Healthcare IT expectations
Establishes and maintains data integration between applications
Establishes and maintains solid business relationships
Ensures HCA Healthcare and vendors abide by contract commitments
Ensures HCA Healthcare 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
What qualifications you will need:EDUCATIONBachelor's Degree Information Systems - PreferredEXPERIENCE3 or more years - PreferredOr equivalent combination of education and/or experience could be consideredOTHER SKILLS & ABILITIES
Experience with project management and/or process improvement - Required
Technical knowledge of application support and vendor management - 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
Understanding of hospital operations - Preferred
Ability to implement integrations between complex applications - Required
Ability to work independently -Required
Able to succinctly communicate verbally and in a variety of media -Required
Ability to multitask - Required
Detailed oriented and analytical with good organization skills - Required
TRAVELThe role may require travel from time- to-time, but not on a regular basis.HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. 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."Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.HCA Healthcare Co-FounderIf you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Product Analyst II WFH opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and 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.