Product Support Analyst

Memorial Hermann Health System•Home Office - TX, TX

About The Position

The Product Support Analyst advances digital products and platforms by collaborating with the Product Manager, other Digital Product Analysts, and cross-functional departments to understand, communicate, and implement digital consumer experiences. The role supports progress toward product vision and business objectives, provides product analysis and application support, and helps ensure solutions meet business and consumer needs. The position reports directly to the Manager and receives leadership from Senior and Lead Product Analysts and Product Managers. The Analyst supports product roadmaps, gathers and analyzes customer and product data, helps resolve issues, and works with internal teams and vendors on product enhancements and delivery. Responsibilities also include application testing, configuration, workflow design, customer training and support, and maintaining detailed technical knowledge of assigned products. After-hours support is provided through a rotating call schedule.

Requirements

Associate degree in Business, Healthcare Administration, Information Technology, or a related field, or two years of experience in lieu of a degree.
Two years of experience in large corporate systems development and implementation activities across a wide variety of Management Information Systems (MIS).
Basic working knowledge of digital products, application support, and development processes and methodologies.
Experience conducting product analysis to identify opportunities for consumer or product experience enhancements and using data to build business cases.
Demonstrated ability to bring tasks and projects to successful conclusion.
Effective oral and written communication skills.

Nice To Haves

Experience in system analysis, design, building, testing, and implementation in a healthcare setting.

Responsibilities

Partner with the Product team to understand the product roadmap and execute against it.
Enhance products by gathering feedback from consumers and internal users, understanding vendor roadmaps, and researching best practices.
Analyze customer behavior and product data to identify insights and issues, and work with product teams to improve conversion, engagement, and experience.
Work with cross-functional teams to find solutions to customer problems.
Provide analytical support and expertise to translate requirements into solutions.
Support application testing and configuration with project teams to ensure solutions meet business objectives and requirements.
Participate in workflow design and understand the impact of systems on end users.
Stay current with application functionality and enhancements.
Understand and map digital consumer journeys with the product team.
With moderate supervision, understand priorities and business and consumer needs, answer product questions, and move projects forward.
Manage stakeholder intake requests and guide partners through the intake process.
Work with ISD, internal teams, and vendors to ensure roadmaps are prioritized and delivered according to plan.
Manage configuration items for designated products for enhancements or maintenance of core functionality, as needed.
Prioritize defects in partnership with the Product Manager and ensure they are driven to resolution.
Identify issues and roadmap impacts, communicate them to the Lead Product Analyst, Product Manager, and/or Manager, and develop options and recommendations.
Provide product support to internal and external customers as needed.
Participate in internal events to ensure products are tested, maintained, and supported.
Maintain detailed technical knowledge of assigned applications and products.
Help customers optimize their use of assigned products.
Participate in after-hours product support on a rotating call schedule.
Provide training and support to customers on newly implemented workflows.
Perform other duties as assigned by the Manager, Lead Product Analyst, and/or Product Manager.
Demonstrate commitment to compassionate, personalized care and model Memorial Hermann service standards by providing safe, caring, personalized, and efficient experiences to patients and colleagues.