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