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CereCore · 22 hours ago

Product Analyst

Nashville, TN

Contract

Onsite

Entry, Mid Level

CereCore is seeking a Product Analyst who will work closely with the Expanse team and other business partners. This role involves coordinating work efforts, escalating issues, and ensuring successful EHR implementation while advocating for customer experience.

ConsultingInformation ServicesInformation Technology

Growth Opportunities

Responsibilities

Leverages HCA ITG ITSM products and tools in accordance with ITIL standards

HL& and Meditech knowledge

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.”

Qualification

EHR implementationITIL standardsData integrationHL7 knowledgeMeditech knowledgeCoachingChange managementEffective communicationDecision makingRelationship buildingMentoring

Required

Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients

Honor our Mission and Values: Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect

Effective Decision Making: Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA

Attain and Leverage Strategic Relationships: Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA

Lead and Develop Others: Ability to lead others to accomplish organizational goals and objectives; provide meaningful coaching and mentoring to increase the capabilities of individuals and teams and drive employee engagement

Communicate with Impact: Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results

Achieve Success through Change: Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors

Drive Execution and Financial Results: Ability to commit to the success and financial wellbeing of HCA by challenging others to excel and hold themselves and others accountable for achieving results

High school diploma