HCA Healthcare · 4 hours ago
Senior Product Analyst
Nashville, TN
Full-time
Onsite
Senior Level
5+ years expHCA Healthcare is a leading healthcare provider dedicated to giving back to the community. The Senior Product Analyst will collaborate with various leaders and teams to support the EHR implementation and ongoing operations, ensuring effective communication and issue resolution to enhance customer experience.
BiotechnologyHealth CareHospitalMedicalPrimary and Urgent Care
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. 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
Required
5+ years of experience in product support
Bachelor's degree Preferred
Or equivalent combination of education and/or experience
Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients
Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect
Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA
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
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
Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results
Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors
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
Preferred
Bachelor's degree
Benefits
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.
Company
HCA Healthcare
HCA Healthcare provides medical education and healthcare services in locally managed facilities. It is a sub-organization of North Florida Endoscopy Center.
10001+ employees
H1B Sponsorship
HCA Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (2)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$8.51B2025-10-31Post Ipo Debt· $3.25B
2025-02-24Post Ipo Debt· $5.25B
2014-06-25Post Ipo Debt· $3.2M
Leadership Team
Nicholas Manning
Chief Executive Officer
Nick Lane
Regional Vice President Human Resources
Recent News
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