Senior - Product Support Analyst

JOB SUMMARY (Primary Purpose of the Position) This Senior Product Support Analyst position is responsible for supporting the IPeople Clinical Downtime solution implemented across approximately 170 HCA hospitals. The role will have a dotted-line reporting relationship to the ITG Manager of Third-Party Clinical Applications and will collaborate with multiple team members. The IPeople Clinical Downtime solution provides real-time access to patient data during scheduled or unexpected system outages. It offers: Offline Views for accessing critical patient information on standalone PCs Downtime Registration functionality to securely manage patient Admission, Discharge, and Transfer (ADT) activities Key Functions of the Role: Monitor application and system performance using HCA and IPeople monitoring tools Review, escalate, and resolve issues reported by internal teams and hospital staff Develop a strong understanding of the product to actively participate in the review of product functionality and future enhancements GENERAL RESPONSIBILITIES (The essential responsibilities and accountabilities of this position, including interactions with other departments and outside vendors, listed in priority order.) Lead and contribute to the review, analysis, and evaluation of clinical informatics systems and user needs Work independently and with key project team members and vendors to define requirements, establish timelines, identify and resolve issues, and ensure solutions meet business objectives Author and analyze MEDITECH Product Work Requests, ensuring specifications are clearly documented and submitted Build positive relationships with business operations, IT&S leadership, and vendors Provide training and guidance to junior team members on IPeople functionality Deliver routine support and maintenance for IPeople and other assigned third-party applications Identify and resolve system and application issues Demonstrate strong verbal and written communication skills Follow established change management processes Document solutions and best-practice guidelines, maintaining documentation as the product evolves Utilize IPeople and HCA monitoring and alerting tools to evaluate results, identify trends, and recommend improvements to product stability RELEVANT WORK EXPERIENCE 6+ years of relevant experience OTHER / SPECIAL QUALIFICATIONS Must Have Respect for diversity of experience, characteristics, viewpoints, and opinions Strong analytical and technical skills with the ability to analyze issues, assess technical risks, and recommend sound solutions in a timely manner Strong interpersonal and leadership skills, with the ability to communicate complex subject matter across cross-functional teams Experience managing third-party applications and system monitoring tools Ability, with training, to quickly understand and maintain near real-time synchronization between MEDITECH Magic & Expanse and the IPeople Clinical Downtime solution Professional demeanor, positive attitude, and strong customer service orientation Strong sense of responsibility and accountability, with the ability to take ownership, show initiative, and meet delivery deadlines Ability to learn, understand, and apply new technologies, methods, and processes while adhering to HCA security standards Decisiveness and assertiveness, with the ability to achieve results quickly Ability to prioritize multiple tasks simultaneously and adapt to a rapidly changing environment with limited supervision Experience working both independently and collaboratively within a team environment Adaptable and flexible, with the ability to manage ambiguity and shifting priorities Nice to Have Experience with MEDITECH Magic and/or Expanse clinical documentation applications Experience with Clinical Downtime solutions and/or the IPeople Clinical Downtime solution Experience organizing and executing downtime drills to validate solution effectiveness during emergencies Experience with Dynatrace and Zabbix system monitoring tools SQL database management experience