Product Support Analyst

Overview

At HCA Healthcare - India, we embrace a mission-driven approach focused on enhancing patient care through innovative technology solutions. The Product Support Analyst role is central to maintaining and improving enterprise clinical applications that directly impact healthcare delivery. This position requires working closely with product and vendor teams, as well as liaising with diverse stakeholders to ensure clinical applications align with business goals and comply with IT security standards.

Key Responsibilities

• Provide operational support for enterprise applications related to Supply Chain, warehouse management, inventory, accounts payable, asset tracking, and facilities management.
• Monitor and prioritize application incidents and support requests to resolve issues in line with service level agreements.
• Troubleshoot application and user-related issues to restore normal functions promptly.
• Conduct root cause analysis on recurring problems and recommend effective preventive measures.
• Escalate complex technical issues appropriately while ensuring timely updates and resolution.
• Collaborate across departments including IT, Supply Chain, Finance, and Warehouse operations to address application challenges.
• Maintain detailed documentation of incidents, troubleshooting steps, and resolutions to enhance knowledge sharing.
• Manage support tickets with accurate documentation and effective communication of status updates to stakeholders.
• Handle user account management tasks such as permissions and role-based access according to company policies.
• Assist in system testing including user acceptance testing for updates and new functionalities.
• Support application deployment activities and monitor system performance post-deployment.
• Identify trends in support cases and work with technical teams to implement improvements.
• Develop and maintain user guides, standard operating procedures, and support documentation.
• Manage system configuration changes and validate application environments.
• Proactively monitor application health and scheduled processes to prevent outages.
• Participate in on-call rotations, planned maintenance, and disaster recovery exercises.
• Ensure business continuity by minimizing downtime and sustaining critical operations.
• Build strong partnerships with vendors, IT infrastructure teams, and business stakeholders.

Qualifications and Experience

• Bachelor’s or master’s degree in Computer Science, Information Technology, or related disciplines.
• 6 to 8 years of experience in Application or Production Support roles.
• Experience supporting enterprise applications in production and knowledge of SMART or other legacy systems.
• Familiarity with batch processing, file transfers, ETL processes, and data integration.
• Proficient in SQL (Oracle/SQL Server) and incident management tools such as ServiceNow or Jira.
• Strong troubleshooting, log analysis, and documentation skills.
• Willingness to participate in on-call support including weekends.

Additional Information

This role does not include employee supervision responsibilities but requires strong collaboration and communication skills with various stakeholders across the enterprise.