Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below: Consulting CMDB ITIL Process Analyst
Job Summary and Qualifications
JOB SUMMARY
The Consulting CMDB ITIL Process Analyst is responsible for the end-to-end ownership, adoption, governance, and continuous improvement of assigned ITIL processes, with a focus on Configuration Management Database operations. This role defines process goals, aligns them with HCA’s strategic objectives and industry best practices, and promotes consistent process execution across business, IT, and stakeholder groups.
Serving as a liaison between the ITSM team and internal and external partners, the Consulting Process Analyst helps design, implement, manage, and mature ITSM processes across the organization. Key responsibilities include developing and maintaining process documentation, establishing standard templates, monitoring key performance indicators, facilitating ITSM meetings, and ensuring consistent communication and delivery practices across assigned process areas.
This position works closely with supported hospitals, division service desks, shared service centers, vendor partners, and HCA corporate departments to ensure ITSM processes deliver measurable value, support operational excellence, and meet the needs of the organization.
GENERAL RESPONSIBILITIES
• End-to-end ownership of assigned ITSM Processes (Design, Implement, and Execute)
• Owns, creates, and maintains assigned process documentation
• Owns, 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
• Provides expertise in process design, including elicitation and prioritization of business requirements
• Holds Enterprise accountable for following defined processes to ensure effectiveness and compliance, and escalates when variances are identified
• Identifies and 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
• 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
• Understands all Administrative functionalities of the ITSM tool and understands their impact on process workflows
• Reviews and presents enhancement or change proposals to the Governance committee
• Assists in prioritization of work requests for the ITSM Development team
• 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
• 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 focuses 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
• Independently handles end-user requests and incidents, follows up to determine the resolution and communicates efficiently
• Serves as process expert and SMO liaison on audit-related inquiries
EDUCATION
Bachelor’s degree preferred
EXPERIENCE
7+ years of relevant work experience required
OTHER/SPECIAL QUALIFICATIONS
• IT Infrastructure Library (ITIL) Certification
• Demonstrated knowledge of use case analysis and workflow design
• Excellent 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
• Excellent ability to write for different platforms and audiences
• Great listener, interviewer, and researcher
• Excellent 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
• Working knowledge of vendor management principles and procedures.
• Excellent understanding and ability at 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
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 benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
- Savings and retirement resources, including a 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
- Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
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
If you find this opportunity compelling, we encourage you to apply for our Consulting CMDB ITIL Process Analyst opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing - apply today!
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.
