Opportunity: ServiceNow Asset/CMDB Process Analyst | HCA Healthcare - Nashville, TN

[Ryan C]

Company: HCA Healthcare

Position: Consulting ITIL Process Analyst

Location: Nashville, TN (In-office 2 days/week, remote 3 days/week)

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The 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:

EDUCATION

Bachelor’s Degree - Preferred

RELEVANT WORK EXPERIENCE

7 or more years

OTHER/SPECIAL QUALIFICATIONS

IT Infrastructure Library (ITIL) Certification

Demonstrated knowledge of use case analysis and workflow design

Excellent 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 formats

Excellent ability to write for different platforms and audiences

Great listener, interviewer, and researcher

Excellent conflict management and negotiation skills to consistently achieve “win-win” results

Passion and concern with improving the organization

Proven organizational skills

High energy, ambitious self-starter with an aptitude for learning and customer focus

Ability to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high quality work products on time with minimal direction

Working knowledge of vendor management principles and procedures.

Excellent understanding and ability at explaining IT topics

Healthcare Inspired

PHYSICAL DEMANDS/WORKING CONDITIONS

Typical work week hours can vary depending on workload and project deliverables.

Prolonged sitting and office environment

If 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, orientation, age, marital status, veteran status, or disability status.

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