MEDITECH Analyst - Expanse Testing

Major Responsibilities

• Build complicated test plans and ability to execute
• Leverages HCA 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.
• Analyzes customer issues trends and provides permanent fix and/or automation.
• Actively participates with product team in stewardship to report on operational status of product.
• Tracks development fixes and publishes to customer base and ITG.
• Provides training and education materials for diverse user bases.
• Leverages ITSM Knowledge base for tier 1 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.
• Provides data flow diagrams for applications and infrastructure.
• Coordinates any downtimes, upgrades and change schedules, Leverages ITSM processes to track Changes to products via change management process and system for service operations visibility.
• Adds infrastructure and other CMDB assets/relationships as needed based on new technology or modifications to the platform/infrastructure.
• Actively owns and participates in lifecycle management of assigned applications and infrastructure.
• Decommissions applications as needed.
• Maintains vendor contacts and support matrix necessary for ITG Operations.
• Ensures proper monitoring/alerting for availability and performance.
• Provides triage documentation for alerts.
• Provides afterhours/on-call support.
• Has the ability resolve simple to complex production support issues.
• Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”

  Qualifications

  • Bachelor's degree required
  • 5+ years of experience in product of support required, or equivalent combination of education and/or experience