Level II - Product Analyst

JOB INFORMATION

Job Title Name:

Level II – Product Analyst

JOB PURPOSE

The HCA Product Analyst II supports the activities to ensure the creation, adoption, and improvement of assigned processes within a ServiceNow application. This position will provide recognized knowledge of product features, functionality and utilization of applications custom-developed by ServiceNow development team. Provide product expertise, and identify, mitigate, and escalate significant product issues. Provide hands-on expertise to independently resolve service delivery or functionality issues with a product, frequently communicating with end users, vendors, and internal partner teams. Continually mature an understanding of how business owners/practitioners utilize the product(s), by maintaining strong relationships with business partners and product users. Contribute product knowledge to trainers, documenters, testers, and developers.

The Product Analyst II will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments to ensure expected value is realized.

GENERAL RESPONSIBILITIES (The essential responsibilities and accountabilities of this position including interactions with other departments and outside vendors, if applicable, in PRIORITY order.)

• Lead ServiceNow product development activities associated with Clinical Development & Innovation product s, including the creation of deliverables for product development lifecycle, implementation, and support while acting as a subject matter expert (SME) for the product, primarily on the ServiceNow platform.
• Lead cross-functional teams to execute product roadmap including making strategic decisions and prioritizing product features.
• Collaboratively work with other Clinical Development & Innovation analysts on product management to maintain and enhance documentation for implementation, support, and toolkits.
• Lead demos and presentations—both internal and external—to increase awareness of Clinical Development & Innovation products and features.
• Provide continual operational support to field operations by troubleshooting issues and support tickets in a timely manner.
• Assist with change requests and maintain backlog for development activities.
• Ensure that open support tickets are closed in a timely manner that meets or exceeds product SLAs.
• Strong interpersonal skills and skills working with diverse and complex projects.
• Strong desire to learn new things and regularly seek opportunities for professional growth.
• Prioritize multiple activities and tasks simultaneously and adapt to a rapidly changing environment.
• Strong problem and issue resolution experience and the ability to create quality deliverables.
• Possess good written and verbal communication skills and be able to communicate effectively with individuals at various levels within the organization.
• Partner with our respective stakeholders.
  
  

RELEVANT WORK (Minimum amount of specifically related experience which is required to perform the role at this level.

Experience Note In Other Additional Specific Exp.)

Less than 1 year

1+ years

3+ years

5+ years

7+ years

10+ years

15+ years

Other Preferred/required Experience:

MANAGEMENT ( Minimum amount of specifically related experience which is required to perform the role at this level.

Experience Note In Other Additional Specific Exp.)

Less than 1 year

1+ years

3+ years

5+ years

7+ years

10+ years

15+ years

Other Preferred/required Experience:

EDUCATION (Minimum formal academic training which typically provides the knowledge and skills necessary for successful job performance.

Note In Other If Experience May Be Substituted.)

High School Graduate/Equivalent

Associate’s Degree Required

Bachelor’s Degree Preferred

Bachelor’s Degree Required

Master’s Degree Required

Doctorate Degree Required in _______________

Medical Doctorate (MD) Required

Doctor of Pharmacy (PharmD) Required

Technical Training

Other As Noted:

OTHER/SPECIAL QUALIFICATIONS (Required licenses, certificates, specific skills, personal traits, e.g., RN, CPA, able to type 90 wpm, detail orientation.)

• Candidate must be detailed oriented, have good organizational skills, follow-through, and analytical skills
• Excellent written and verbal communication skills, and possess strong collaboration, facilitation and negotiation skills.
• Experience with application development methodologies is preferred
• Experience with ITIL methodologies is preferred
  
  

PHYSICAL DEMANDS/WORKING CONDITIONS (Specific statements of physical effort required and description of work environment; e.g., prolonged sitting at CRT., required travel %)

• Requires long hours of prolonged sitting
• Requires the ability to multi-task and handle numerous issues concurrently
• Requires occasional travel

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