Level II - Product Support Analyst

Job Purpose

The Senior Product Analyst will report directly to the Command Center Manager, 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, aligned within the Expanse Corporate Command Center. The Senior Product Analyst 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.

Major Responsibilities and Accountabilities

• Leverages HCA ITG ITSM products and tools in accordance with ITIL standards
• Provides hands-on technical leadership for the analysis, implementation, and support of MEDITECH applications and standards.
• Provides command center leadership and support for the resolution of Expanse application, content, and workflow issues.
• Utilize Service Central for ticket management to include end user contact, triaging, escalation, and resolution.
• Act as point contact for product while on shift during go-lives to resolve issues.
• Collaborate with product analysts from other product teams to assist in the resolution of issues for facility end users.
• Works independently and with key project team members to define requirements, design the functional solution, identify and resolve issues, and ensure the EHR solution meets requirements and meets business objectives.
• Collaborate with business owners and the facilities to define requirements and solutions
• 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.
• 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.
• 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.
• Analyze business requirements to design, architect, develop and implement highly efficient, highly scalable solutions.
• Builds positive relationships with business operations, ITG leadership, and vendors
• Provide routine support and maintenance for current production applications as assigned
• Provides training junior level members on the integrations and interoperability team regarding interface specifications, dataflow, and related functionality.
• Provides subject matter expertise and leadership through exemplifying and fostering excellent technical skills.
• Address and provide operational support as needed and On-call responsibilities

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.