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Product Support Analyst

Remote, USA
Classification: Contract
Contract Length: 6-months 
Job ID: 668600
 
At CereCore, our heart for healthcare is interconnected with our knowledge of technical solutions, creating a vital link that ultimately drives the delivery of high-quality care. CereCore is a wholly-owned subsidiary of Hospital Corporation of America (HCA) Healthcare.  

CereCore is seeking a Product Support Analyst to join our team REMOTE. 

Responsibilities:  ​
  • The Product Support Analyst position leverages technical expertise to review, analyze, and evaluate the ISAS and Facility Scheduler applications.  
  • Leverages analysis to recommend system and business process modifications to support business strategies through the purchased or in-house developed software.  
  • Writes detailed description of business goals, user needs, program functions, and steps required to configure, develop or modify processes or workflows related to Facility Scheduler or the ISAS application suite.
  • Requires detailed knowledge of requirements gathering and documentation practices, as well as software and database development methodologies.  
  • Communicates requirements to technical resources and assures that the designed solution will meet business and user needs as well as comply with system best practices.
  • Works with business users to resolve conflicting requirements and will also act as an intermediary between the business users, IT teams, and clients to ensure technology architecture and proposed solutions align to achieve mutual desired outcomes.  
  • This position will work with management to develop timelines and manage project risks, assist in the development of quality assurance test plans, and help develop client and end user documentation.
  • The product support analyst has primary accountability for all support provided to ITG stakeholders within the line of business that he or she is assigned.
  • The product support analyst is expected to be a vigorous client advocate and should implement and manage robust processes to ensure that incidents are resolved within published service levels.  
  • The product support analyst will directly lead major incident resolution efforts coordinating fix agent resources across multiple ITG departments. 
  • This position will support operations, to gather and document use cases, report and database requirements as well as technical specifications.
  • Will typically serve as 2nd tier escalation point (at times, 1st) for issues related to all integration points and application functionality.  
  • This position requires a strong background in gathering technical and business requirements with regard to software development, integration and business processes.
  • This role will require some engagement outside of normal business hours in support of critical issue resolution.
  • Demonstrates expertise in a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.
  • Performs a variety of tasks.
  • A wide degree of creativity and latitude is expected.
 
Responsibilities:  Essential responsibilities of the job.  Assign a percentage of time spent on each responsibility.
of Time Description of Responsibility
50% Product Support
  • Support the systems from a product perspective to help ensure they remain operational and successfully meeting the needs of the business.
  • Ensure that all product changes and enhancements are properly managed and implemented.
  • Support all efforts to implement new or improved systems for HWS and its partners.
  • Assist in the deployment of enhancements and other changes.
  • Create and manage escalation procedures to ensure issue resolutions in minimum time and evaluate client satisfaction. Participate in new technology pilots and compile feedback that impacts deployment decisions.
  • Triage all Level-3 tickets and work with different ITG teams to resolve product issues.
  • Engagement outside of normal business hours in support of critical issue resolution.
25% Manage business
  • Serve as product expert on team for all products supporting Labor Management operations at HWS and its partners, including but not limited to the Integrated Staffing and Scheduling (ISAS) suite of applications.
  • Leverage data and metrics from our incident tracking system to regularly create assessments for business owners and product teams depicting the health of individual applications and, key challenges faced by end users.
  • Lead efforts to define new technology to support the Labor Management operations at HealthTrust Workforce Solutions (HWS) and its partners.
  • Work closely with key business resources to identify and document requirements for new technology.
  • Participate in solution design activities to ensure all business requirements are understood and properly addressed.
  • Contribute as needed to the preparation and execution of the testing phase of product development initiatives.
25% Communication
  • Keep business partners updated on active issues and efforts to resolve.
  • Work closely with business partners to translate highly technical information and activities into meaningful knowledge to support decision making.
  • Management of all ITG communications related to enhancements, issues / defects and planned outages.
  Other duties as assigned
 

CereCore was formed in 2001 as a shared service business within a large hospital operator. We focus solely on helping healthcare organizations align business and IT strategies to improve processes and patient care. 
 
Awards and Recognition
  • Modern Healthcare selected CereCore as one of the 2020 "Best Places to Work in Healthcare."
  • CereCore wins ClearlyRated's 2020 and 2021 "Best of Staffing" Client and Talent Awards for Service Excellence.
 
Our Commitment to Diversity and Inclusion
We believe excellence in healthcare starts with a foundation of inclusion, compassion and respect for our patients and each other. We are committed to fostering a culture of inclusion across all areas of our organization.  We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 
Connect with us on LinkedInTwitter, and Facebook.

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