Cons Product Analyst Testing

at  HCA Healthcare

INTRODUCTION

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a(an) Cons Product Analyst today with HCA Healthcare.

JOB SUMMARY:

The Consulting Product Analyst – Testing, will report directly to the Product Manager - Testing and Cutover, within 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 - Testing, 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.

EDUCATION, EXPERIENCE AND CERTIFICATIONS:

• Bachelor’s Degree – Required
• 7+ years of experience in product support – Required
  HCA Healthcare’s Information Technology Group (ITG) delivers healthcare IT products and services to HCA Healthcare’s portfolio of business and partners, including Parallon, HealthTrust and Sarah Cannon.
  For decades, ITG has been a pioneer in the industry, leading the transformation of healthcare into a new era of quality and connectivity. ITG relies on the breadth of the organization and depth of technical expertise to advance and enhance today’s healthcare and to enable our physicians and clinicians to provide world-class, innovative care for patients.
  ITG employees rally around the noble cause of transforming healthcare through technology and find inspiration in the meaningful work they do—creating a culture that follows our mission statement which begins by saying “above all else we are committed to the care and improvement of human life.”
  If you want a career in technology and have a heart for healthcare, apply your expertise to a mission that matters.
  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.
  “The great hospitals will always put the patient and the patient’s family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.
  HCA Healthcare Co-Founder
  If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Cons Product Analyst 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

• 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.”