Product Analyst II

Job Summary and Qualifications

Position Summary:

The Product Analyst II for Cutover Activation will report directly to the Product Manager – MEDITECH Expanse, 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 to the support of the EHR. The Product Analyst II for Cutover Activation 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.

The organizational goal is to eliminate/reduce customer impact and identify issues via alerting/monitoring prior to customer impact. They will communicate to customers proactively and with urgency to provide product issues status when needed, and 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 may also act as a project manager, business analyst, product tester, etc.

Major Responsibilities:

• 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; leverages standard ITG communication processes and tools.
• Analyzes customer issue trends and provides permanent fix and/or automation; actively participates with product team in stewardship to report on operational status of product.
• Tracks development fixes and publishes 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.
• Works 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.
• Adds 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 after-hours/on-call support.
• Has the ability to 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.”

• Bachelor's degree Preferred.
• 3+ years of experience in product of support Required.
• Or equivalent combination of education and/or experience.