Product Analyst
Product Analyst
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Job Description
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 KPIs 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
Employment Type
Full-time
