Senior - Product Analyst

Job Title Name:

Senior – Product Analyst

JOB PURPOSE:

The HCA Senior Product Analyst leads activities ensuring the creation, adoption, and improvement of assigned processes within a ServiceNow application. This position owns the definition of product goals, aligning those goals to both HCA’s strategy and industry best practices, and promoting them to business, IT leaders, and other stakeholders. The Senior Product Analyst will work closely with internal and external stakeholders to design, implement and manage the assigned process workflows within the organization. Operational responsibilities include, end-to-end ownership of one or more processes within their managed ServiceNow application(s), creating requirements for implementation of processes, and serving as a subject matter expert within the ideation phase to determine the execution path.

The Product Analyst 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.)

• End-to-end ownership of assigned Processes (Design, Implement, and Execute)
• Owns, creates, and maintains assigned process documentation
• Owns, creates, and maintains end-user training for assigned processes
• Consults with Departments and Divisions on specific needs to offer proposed solutions, and implements appropriately
• Provides expertise in process/product design, including elicitation and prioritization of business requirements
• Identifies and monitors process KPI’s and reports to leadership in agreed-upon cadence
• Identifies Process Improvement Opportunities and develops plan(s) to implement; continuously strives to increase process maturity, efficiencies, and effectiveness.
• Follows all ITIL processes in relation to personal/team ticket management
• Investigates problems and risks to define propose solutions and/or mitigations
• Understands all Administrative functionalities of the custom built and CSM, ServiceNow, applications and understands their impact on process workflows
• Documents accordingly in the HCA ISAM
• Implements a Governing Board to review and approve enhancement requests
• Assists in prioritization and scope of work requests for either the development team or vendor engagement
• Completes all assigned deliverables and contributes to success of projects and annual tool upgrades
• Communicates with end users and other stakeholders through multiple channels
• Implements and Facilitates User Review Groups
• Builds and enhances relationships across the enterprise
• Creates an environment that encourages information sharing, team-based resolutions, cross-training, and focus on quick and effective problem resolution.
• Investigates and troubleshoots application issues, performs root cause analysis and works with the team to recommend and implement solutions.
• Independently handles end-user requests and incidents, follows up to determine the resolution and communicates efficiently.
• Serves as process/product expert and liaison on audit-related inquiries.
• Focused collaboration with the SMO ServiceNow team including Developers and other Product Analysts, to ensure adherence to tool best practices and standards
  
  

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.)

• Demonstrated knowledge of use case analysis and workflow design
• Excellent communication and inter-personal skills, including the ability to collaborate with personnel at all levels of the enterprise in a cooperative and effective manner, in a variety of media and formats
• Excellent conflict management and negotiation skills to consistently achieve “win-win” results
• Passion and concern with improving the organization
• Proven organizational skills
• High energy, ambitious self-starter with an aptitude for learning and customer focus
• Ability to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high quality work products on time with minimal direction
• Working knowledge of vendor management principles and procedures.
• Healthcare Inspired
  
  

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

• Typical work week hours can vary depending on workload and project deliverables.
• Prolonged sitting and office environment

---