Product Support Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Collaborate with the Product team to comprehend the product roadmap and execute relevant tasks.

• Improve products by collecting feedback from consumers and internal users, understanding vendor roadmaps, and researching industry best practices.

• Analyze customer behavior and product data to uncover insights and issues, enhancing conversion, engagement, and overall experience.

• Collaborate with cross-functional teams to address customer challenges.

• Convert requirements into actionable solutions and provide analytical support.

• Assist with application testing and configuration alongside project teams.

• Engage in workflow design and evaluate system impacts on end users.

• Keep abreast of application functionalities and enhancements.

• Map digital consumer journeys in partnership with the product team.

• Understand priorities and the needs of both the business and consumers, address product inquiries, and advance projects with moderate supervision.

• Manage stakeholder intake requests and guide partners through the intake process.

• Collaborate with ISD, internal teams, and vendors to prioritize and deliver product roadmaps.

• Manage configuration items for assigned products.

• Identify and prioritize defects alongside the Product Manager, driving them towards resolution.

• Recognize issues and their impacts on the roadmap, communicating options and recommendations effectively.

• Provide product support to both internal and external customers.

• Participate in internal events to test, maintain, and support the product.

• Maintain comprehensive technical knowledge of assigned applications and products.

• Assist customers in maximizing their utilization of assigned products.

• Engage in rotating after-hours product support.

• Train and assist customers on newly implemented workflows.

• Perform additional duties as assigned.

• Show commitment to providing compassionate, personalized, safe, and efficient experiences for patients and colleagues.

⛳️ Requirements

• An associate degree in Business, Healthcare Administration, Information Technology, or a related field, or two (2) years of experience in lieu of a degree.

• Two (2) years of experience in large corporate systems development and implementation activities across various Management Information Systems (MIS).

• Preferred experience in system analysis, design, building, testing, and implementation in a healthcare environment.

• Basic understanding of digital products, application support, development processes, and methodologies.

• Experience in conducting product analysis to identify opportunities for enhancements related to consumer or product experience, and utilizing data to build business cases.

• Proven track record of successfully completing tasks and projects.

• Strong verbal and written communication skills.

• Licenses/certifications: None.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.