Senior - Product Support Analyst

JOB INFORMATION

Job Title Name

Senior - Product Support Analyst

Senior

Job Purpose

What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry.

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

• Provides hands-on technical leadership for solution development and deployment
• 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
• This role is focused on supporting the Expanse Provider and Nursing product teams specifically in the Order Management and Transfer of Care “OM/ToC” space.
  
  

R EPORTING STRUCTURE

Does this position formally supervise employees? (Y / N)

No

JOB SPECIFICATIONS

Qualification

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
  
  

Y Ears Of Experience

5+ years of Experience in

• 5+ years of experience in 3+ years EHR / Product Support
  
  

Skills And Capabilities

Details

People Management Skills

N/A

Technical Skills

The following are highlighted entrepreneurial competencies and core expectations for the job/role:

• Strong analytical and technical skills with ability to analyze issues, assess technical risks and recommend solutions in a timely manner
• Strong ability to manage multiple projects and issues, organize work, and adjust priorities as needed
• Able to establish and meet delivery dates
• Past EHR experience preferred
• Strong analytical and technical skills with ability to analyze issues, assess technical risks, and recommend sound solutions in a timely manner
• Strong interpersonal and leadership skills in working with and convey complex subject matter content across functional teams
• Strong problem and issue resolution experience and create quality deliverables
• Build strong relationships with business owners, vendors, clinical teams and other technical teams within and outside of department
• Ability to work independently as well as with a team on complex projects.
• Adeptness to learn new assignments, technologies and applications quickly and manage multiple assignments simultaneously
• Excellent verbal and written communication skills
  
  

Other Skills

• Proven ability to quickly earn the trust of sponsors and key stakeholders; lead and inspire teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity.
• Lead and Develop Others: 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.
• Proven ability to navigate a highly matrixed organization effectively.
• Builds strong and positive relationships with the project team and key stakeholders.
• Excellent written and oral communication capability and presentation skills; persuasive, encouraging, motivating, and inspiring; the ability to listen and understand.
• Exhibits influencing and negotiating skills.
• Displays business and technical acumen.
• Includes a schedule that has shifts occurring after normal business hours (evenings, nights, weekends and company holidays) and on-call support as required. Shifts are scheduled to cover a 24 hour/7 day a week support model. Staff must remain flexible and available to provide assistance for any/all disaster or emergency situations.
• Proven ability to remove barriers and enable teams to complete objectives.
• Demonstrated, applied experience establishing and delivering complex projects.
• Excellent problem-solving and critical-thinking skills.

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