Consulting Product Analyst Clinical Imaging

HCA Healthcare•Nashville, TN

23h

About The Position

The Consulting Product Analyst Clinical Imaging reports to the Lifecycle Manager and provides enterprise-level lifecycle stewardship for assigned products and clinical imaging applications. The role shapes operating models, governance, and standards to keep services supportable, financially sound, and aligned with evolving business needs. It advises leadership on how product responsibilities, controls, and processes should change over time, using data-driven insights from service experience, CMDB health, and customer impact. The role leads strategic budgeting and financial assessments, including investment prioritization, cost risk identification, and vendor and license posture. It drives onboarding and offboarding frameworks, influences design decisions and readiness criteria, and coordinates cross-team processes to support predictable delivery and reduce customer impact. The position partners with ITSM and Identity and Access Management teams on product tools, strategy, documentation, governance, and standards, and periodically updates documentation to reflect standards and vendor capabilities. The analyst leads complex, multi-team initiatives; maintains lifecycle and CMDB records; manages ITSM queues and escalated customer issues; and coordinates service operations, product teams, and vendors to resolve issues and prevent recurrence. The role develops stakeholder communications, training materials, and knowledge articles; tracks fixes and releases; and owns change and patch validation processes. It gathers product requirements, supports vendor and contract compliance, maintains license compliance, integration expectations, data flow diagrams, downtime and change scheduling processes, vendor support contacts, and alert triage documentation. The position ensures appropriate monitoring and alerting, supports the Admin on Call with vendor escalation and complex issue triage, and provides after-hours and on-call support as required. It leads product and vendor engagement during critical and major outages in partnership with on-call management, resolves production support issues, and performs other duties as assigned. The role is based in an HCA market and an HCA top 35 facility market.

Requirements

Bachelor's degree required.
Seven or more years of relevant experience required.
Demonstrated commitment to service and quality excellence.
Ability to build trust and act with authenticity to cultivate integrity, inclusion, and mutual respect.
Ability to make timely, informed decisions in the best interests of patients, employees, providers, the community, and HCA.
Ability to develop and strengthen collaborative relationships with internal and external stakeholders.
Ability to lead others toward organizational goals and provide meaningful coaching and mentoring.
Ability to communicate clearly, concisely, and compellingly.
Ability to identify opportunities for improvement and innovation, remove barriers, and enable desired behaviors.
Ability to drive execution and financial results and hold oneself and others accountable.

Responsibilities

Provide lifecycle stewardship for assigned products and clinical imaging applications, shaping operating models, governance, and standards.
Advise leadership on evolving product responsibilities, controls, and processes using service experience, CMDB health, and customer impact data.
Lead strategic budgeting and financial assessments, including investment prioritization, cost risk identification, and vendor and license posture.
Drive consistent product onboarding and offboarding frameworks that protect service continuity and security expectations.
Influence design decisions, readiness criteria, and cross-team processes to improve predictability and reduce customer impact.
Partner with the ITSM product team to provide feedback and help update, modify, and design ITSM products and tools aligned with ITIL standards.
Support operational governance and adoption, including ServiceCentral work related to CMDB health and adherence to TPA/TTP expectations.
Partner with the Identity and Access Management team on ISAM strategy and documentation aligned with Information Protection standards.
Review and update documentation as standards and vendor capabilities change.
Lead complex, multi-team initiatives by shaping scope, governance, timelines, and deliverables; presenting status materials; mitigating risks; and coordinating workstreams and stakeholders.
Add and maintain infrastructure and other CMDB assets and relationships as needed, and maintain accurate operational visibility for assigned applications and infrastructure.
Lead application decommissioning, ensuring required request items, documentation, and CMDB updates are completed, validated, and communicated.
Own ITSM queues for assigned products, respond to customer issues and requests within defined SLAs, and drive tickets through resolution and closure.
Engage directly with customers to resolve escalated issues, coordinate troubleshooting, set expectations, and provide timely updates.
Collaborate with service operations, product teams, and vendors to resolve issues, prevent recurrence, and eliminate customer-impacting technology problems.
Develop and deliver user and stakeholder communications, including flash messages for incidents, events, enhancements, and changes, using standard ITG processes and tools.
Analyze customer issue trends to identify permanent fixes and automation opportunities, and participate in product stewardship and continuous improvement.
Track development fixes and release progress and publish updates about availability and resolution status.
Develop training and education materials and use the ITSM knowledge base to support tier 1 analysts and publish customer-facing knowledge articles when appropriate.
Own and develop change validation testing and patch validation processes to confirm readiness and reduce production risk.
Gather and document business, user, functional, and non-functional requirements for in-scope products.
Work with vendors to ensure compliance with HCA IT expectations, standards, processes, and SLAs; escalate issues and track remediation.
Establish cross-application integration operating expectations, including reliable data flow, support and escalation pathways, monitoring, documentation, and ownership.
Build and maintain strong business relationships with customers, internal partners, and stakeholders.
Monitor HCA and vendor contract obligations, address gaps, and escalate risks to protect service quality and compliance.
Coordinate vendor license compliance activities, usage tracking, audits, renewals, and remediation as appropriate.
Provide accurate, current data flow diagrams for applications and supporting infrastructure.
Establish and govern product-level downtime, upgrade, and change scheduling processes, including intake, impact assessment, approvals, communications, and post-downtime review.
Maintain vendor contacts and support matrices, including current coverage details and escalation paths for ITG Operations.
Support the Admin on Call with vendor escalation, cyber response, and complex issue triage and resolution.
Ensure proper availability and performance monitoring and alerting, and maintain alert triage documentation.
Provide after-hours and on-call support as required to maintain service continuity and support critical incident response.
Lead product efforts and vendor engagement or escalation during critical and major outages in partnership with on-call management.
Resolve production support issues from simple to complex using structured troubleshooting and escalation as needed.
Perform other duties as assigned and adhere to the Code of Conduct philosophy and Mission and Value Statement.

Benefits

Comprehensive medical, prescription drug, dental, vision, behavioral health, and telemedicine benefits.
Wellbeing support, including free counseling and referral services.
Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
401(k) plan with a 100% match on 3% to 9% of pay, based on years of service.
Employee Stock Purchase Plan.
Flexible spending accounts.
Preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
Fertility and family-building benefits and adoption assistance.
Life insurance and supplemental health protection plans.
Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.