Product Support Analyst

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Digital Product Analyst is responsible for advancing the digital product and platform. The Analyst will collaborate heavily with the Product Manager and other Digital Product Analysts to understand, communicate, and implement digital consumer experiences in partnership with other departments, including Consumer Experience, Analytics, Marketing, Operations, IT, and various lines of business. The Analyst plays a key role in ensuring that the product is moving towards the overall vision and business objectives. The Digital Product Analyst reports directly to the Manager, while receiving leadership from Senior and Lead Product Analysts and Product Managers.

Job Description

MINIMUM QUALIFICATIONS

Education:  Associates degree in Business, Healthcare Administration, Information Technology, or related field or two (2) years experience in lieu of a degree required

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Two (2) years of experience in large, corporate systems development and implementation activities in a wide variety of Management Information Systems (MIS) required. Experience in system analysis, design, building, testing and implementation in a healthcare setting preferred.
• Basic working knowledge of digital products, application support, development processes and methodologies
• Experience in conducting effective product analysis to surface focus opportunities in relation to consumer or product experience enhancements, and leveraging data to build business cases
• Demonstrated record of bringing tasks and projects to successful conclusion
• Effective oral and written communication skills

PRINCIPAL ACCOUNTABILITIES

• Partners with Product team to understand product roadmap and execute against it
• Consistently enhance product by gathering feedback from consumers and internal users, understanding vendor roadmap, and researching best practices
• Analyzes customer behavior and product data to find insights, uncover issues, and works with product teams to improve conversion, engagement and experience
• Works with cross-functional team to find ways to solve customer problems
• Provides analytical support and expertise needed to translate requirements into solutions
• Supports application testing and configuration with project teams to ensure solution will meet the business objectives of the requirements
• Participates in workflow design and understands system impact to end users
• Stays current with new application functionality and enhancement
• Understands and maps out digital consumer journeys with product
• With moderate supervision by Manager or senior Product team members, be able to understand priority, business and consumer needs, answer product questions, and move projects forward
• Manage stakeholder’s intake requests and lead partners through intake process
• Works with ISD, other internal teams, and vendors to ensure roadmaps are prioritized and delivered according to plan
• Manages configuration item for designated product(s) as needed for new enhancements or maintenance of core functionality
• Provides priority on defects in partnership with Product Manager and ensures defects are driving to resolution
• Identifies issues and roadmap impacts, and communicates them to Lead Product Analyst, Product Manager and/or Manager. Develops options and recommendations.
• Provides product support as needed to internal and external customers
• Participates in various internal events to ensure product is tested, maintained, and supported
• Maintains detailed technical knowledge of assigned applications and products
• Assists customers with optimizing their use of assigned product
• Participates in after-hours product support on a rotating call schedule
• Provides training and support to customers on newly implemented workflows
• Other duties as assigned by Manager, Lead Product Analyst and/or Product Manager
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.