product analyst

   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

experience