**Description** **Introduction** Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As an ITSM Process Analyst with HCA Healthcare you can be a part of an organization that is devoted to giving back! **Benefits** HCA 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._** Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the HCA Healthcare family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic ITSM Process Analyst to help us reach our goals. Unlock your potential! **Job Summary and Qualifications** JOB SUMMARY The HCA ITSM Process Analyst assists others in leading activities to ensure the creation, adoption, and improvement of assigned ITIL processes. This position assists others in defining the process goals, aligning those goals to both HCA’s strategy and industry best practices, and promoting them to business, IT leaders, and other stakeholders. The Process Analyst will work closely with internal and external stakeholders to assist in the design, implementation and management of ITSM processes within the organization. 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 maintenance of process documentation, development of standard templates, as well as facilitating standard ITSM meetings. The Process Analyst will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HCA corporate departments to ensure expected value is realized. GENERAL RESPONSIBILITIES • Creates, and maintains assigned process documentation • Creates, and maintains end-user training for assigned processes • 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. • 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 • 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. • 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 • Reviews and presents enhancement or change proposals to the Governance committee • 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 (URGs) • 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 EDUCATION Bachelor’s degree preferred EXPERIENCE At least 1 year of Process Analyst experience required OTHER/SPECIAL QUALIFICATIONS • IT Infrastructure Library (ITIL) Certification preferred • Demonstrated knowledge of use case analysis and workflow design • Above average 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 • Acceptable writing, editing, proofreading, and verbal communication skills • Ability to write for different platforms and audiences. Good listener/interviewer/note-taker and researcher • Demonstrated 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 • Excellent relationship skills, time management skills, and ability to work with a team • Aptitude for understanding and 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 HCA 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. "There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr. HCA Healthcare Co-Founder Be a part of an organization that invests in you! We are reviewing applications for our ITSM Process Analyst opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care! We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.