senior - product analyst

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

experience