Meditech Product Analyst

Overview

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CereCore is a healthcare solutions provider that specializes in offering IT services, workforce management, and operational support to healthcare organizations. They focus on improving the efficiency and effectiveness of healthcare systems through solutions, including electronic health record (EHR) support, IT staffing, and consulting services.

Classification : Contract

Contract Length : 6 months

Responsibilities

• HCA ITG Tier 3 Product Specialist will provide SME / Tier 3 technical knowledge and product support.
• This position will focus on operational response and resolution of customer interactions (incidents, requests, changes, etc.).
• They will work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.
• This role includes direct customer collaboration on research and resolution.
• Responsible for daily queue management of customer-reported issues as well as trending, elimination, and prevention.
• Organizational goal – eliminate / reduce customer impact and identify issues via alerting / monitoring prior to customer impact.
• Communicate to customers proactively and with urgency to provide product issues status when needed. Advocate for customers to enhance their experience with our technologies.
• As assigned by leadership, this individual will ensure proper configuration, implementation, and integration for products to meet the needs of our key stakeholders while meeting IT security standards.
• In some cases, this individual will need to act as a project manager, business analyst, product tester, etc.
• Provides tier 3 product support for assigned applications. Escalated support from tier 1 and 2 service operation teams, including escalation contact and specialist on Critical and Major Incidents.
• Leads conference bridges and issues to resolution.
• Leveraged ITG ITSM products and tools in accordance with ITIL standards.
• Works ITSM queues responding to customer issues and requests within defined SLAs.
• Works directly with the customer to resolve escalated issues.
• Works directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.
• Communicates relevant product information to user base and appropriate stakeholders, including flash message drafts and sending for incidents, events, enhancements, changes, and other communications defined by product leadership.
• Leverages standard ITG communication processes and tools.
• Analyzes customer issues trends and provides permanent fixes and / or automation.
• Actively participates with the product team in stewardship to report on operational status of the product.
• Tracks development fixes and publishes to the customer base and ITG.
• Provides training and education materials for diverse user bases.
• Leverages ITSM knowledge base for tier 1 and 2 analysts to equip them for customer-first call / issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests).
• Includes customer-facing knowledge article publishing for users.
• Actively owns and participates in change validation testing and patching validation (as applicable and determined by product owner).
• Gathers and documents business, user, functional, and non-functional requirements for in-scope products.
• Works with vendors to ensure compliance with HCA IT expectations.
• Establishes and maintains data integration between applications.
• Establishes and maintains solid business relationships.
• Ensures HCA and vendors abide by contract commitments.
• Ensures HCA meets license requirements of vendors.

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