Product Analyst

CereCore

Nashville, TN

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JOB DETAILS

SKILLS

Analysis Skills, Application Integration, Automation, Change Management, Contact Management, Customer Escalations, Customer Relations, Data Analysis, Documentation, HL7 (Health Level 7), Healthcare, IT Service Management (ITSM), IT Service Management (ITSM) Software, ITIL (IT Infrastructure Library), Knowledge Base, Leadership, Maintain Compliance, Medical Record System, On Call, Problem Solving Skills, Product Management, Production Support, Resolve Customer Issues, Service Level Agreement (SLA), Software Patches, Status Reports, Stewardship, System Operations, Team Player, Training/Teaching, Trend Analysis, Validation Testing, Vendor/Supplier Licensing

LOCATION

Nashville, TN

POSTED

1 day ago

Classification: Contract
Contract Length: 12 months
Location: Nashville, TN

Summary:
The Product Analyst (Integrations) 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

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

Requirements:

1+ year(s) of experience in healthcare technology in an Implementation or support role
1+ year(s) of experience in supporting healthcare integrations and data standards (HL7, CDA, etc.)
Basic understanding data analysis, networking
Understanding of HL7 (preferred)
Healthcare experience (preferred)

About the Company

CereCore

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