Consulting ITIL Process Analyst

DescriptionIntroductionAre you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Consulting ITIL Process Analyst today with HCA Healthcare.BenefitsHCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

Free counseling services and resources for emotional, physical and financial wellbeing

401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

Employee Stock Purchase Plan with 10% off HCA Healthcare stock

Family support through fertility and family building benefits with Progyny and adoption assistance.

Referral services for child, elder and pet care, home and auto repair, event planning and more

Consumer discounts through Abenity and Consumer Discounts

Retirement readiness, rollover assistance services and preferred banking partnerships

Education assistance (tuition, student loan, certification support, dependent scholarships)

Colleague recognition program

Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)Note: Eligibility for benefits may vary by location.Come join our team as a Consulting ITIL Process Analyst. We care for our community! Just last year, HCA Healthcare and our colleagues donated $13.8 million dollars to charitable organizations. Apply Today!Job Summary and QualificationsThe HCA Healthcare ITSM Consulting Process Analyst – Asset Management provides end-to-end ownership of all activities ensuring the creation, adoption, and improvement of Asset Management processes. This position owns and outlines the definition of process goals, aligning those goals to both HCA Healthcare’s strategy and industry best practices, and promoting them to business, IT leaders, and other stakeholders. The Consulting Process Analyst acts as a liaison between the ITSM team and internal and external stakeholders to design, implement and manage the Configuration Management Database (CMDB) using ServiceNow. 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 maintaining of process documentation, development of standard templates, as well as facilitating standard asset management meetings.The Consulting Process Analyst will interact and collaborate with users from supported hospitals, representatives from the HCA Healthcare division service desks and shared service centers, vendor representatives and other HCA Healthcare corporate departments to ensure expected value is realized.GENERAL RESPONSIBILITIES

End-to-end ownership of assigned ITSM Processes pertaining to Asset Management/CMDB

Owns, creates, and maintains assigned process documentation

Owns, creates, and maintains end-user training for Asset Management

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

Provides expertise in process design, including elicitation and prioritization of business requirements

Holds Enterprise accountable for following defined processes to ensure effectiveness and compliance, and escalates when variances are identified

Identifies and 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

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 ITSM tool and understands their impact on process workflows

Reviews and presents enhancement or change proposals to the Governance committee

Assists in prioritization of work requests for the ITSM Development team

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

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

Independently handles end-user requests and incidents, follows up to determine the resolution and communicates efficiently

Serves as process expert and SMO liaison on audit-related inquiries

What qualifications you will need:EDUCATIONBachelor’s Degree - PreferredRELEVANT WORK EXPERIENCE7 or more yearsOTHER/SPECIAL QUALIFICATIONSIT Infrastructure Library (ITIL) CertificationDemonstrated knowledge of use case analysis and workflow designExcellent communication and inter-personal skills, including the ability to collaborate with personnel at all levels of the enterprise in a cooperative and effective manner, in a variety of media and formatsExcellent ability to write for different platforms and audiencesGreat listener, interviewer, and researcherExcellent conflict management and negotiation skills to consistently achieve “win-win” resultsPassion and concern with improving the organizationProven organizational skillsHigh energy, ambitious self-starter with an aptitude for learning and customer focusAbility to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high quality work products on time with minimal directionWorking knowledge of vendor management principles and procedures.Excellent understanding and ability at explaining IT topicsHealthcare InspiredPHYSICAL DEMANDS/WORKING CONDITIONSTypical work week hours can vary depending on workload and project deliverables.Prolonged sitting and office environmentHCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses."The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.HCA Healthcare Co-FounderIf you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Consulting ITIL Process Analyst opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!We are an equal opportunity employer and 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.