Process analyst Jobs in Nashville, TN

Classification : Contract to Hire

Contract Length : 12 months

Position Summary

The HCA ITSM Process Analyst assists others in leading activities to ensure the creation, adoption, and improvement of assigned ITIL processes. This position assists others in defining the process goals, aligning those goals to both HCA’s strategy and industry best practices, and promoting them to business, IT leaders, and other stakeholders. The Process Analyst will work closely with internal and external stakeholders to assist in the design, implementation and management of ITSM processes within the organization. Operational responsibilities include but are not limited to ensuring that assigned process areas are following the same communication and delivery techniques, overseeing key performance indexes (KPIs), creating and maintenance of process documentation, development of standard templates, as well as facilitating standard ITSM meetings.

The Process Analyst will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments to ensure expected value is realized.

Responsibilities

• Creates, and maintains assigned process documentation
• Creates, and maintains end-user training for assigned processes
• Consults with Departments and Divisions on specific needs to offer proposed solutions, and implements appropriately
• Works closely with subject matter experts to plan communication methods and materials that get business results, including innovative ways to cascade communications throughout the organization.
• Monitors process KPI’s and reports to leadership in agreed-upon cadence
• Provides training consultation and content development to various groups including leadership and end-users
• Works closely with subject matter experts to plan communication methods and materials that get business results, including innovative ways to cascade communications throughout the organization.
• 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
• Reviews and presents enhancement or change proposals to the Governance committee
• Completes all assigned deliverables and contributes to success of projects and ITSM tool upgrades
• Communicates with end users and other stakeholders through multiple channels
• Implements and facilitates User Review Groups (URGs)
• Builds and enhances relationships across ITG and other stakeholders within 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
• Performs other duties as assigned.

Requirements