Senior Product Services & Management Analyst (hybrid)

Job Description

The Senior Product Services & Management Analyst is responsible for supporting training operations, product services, workforce planning, and operational performance initiatives. This role serves as a key partner to business stakeholders by driving process improvements, managing operational support functions, analyzing performance data, and ensuring efficient service delivery across training and operational programs. Supports and enhances products on larger, more complex or multiple products for enterprise resource planning, budgeting, data warehousing, and financial reporting. Collaborates with Finance and vendors to ensure products and solutions are properly supported. Provides support to ensure all products are functioning optimally, data integrity is intact and financial reports are in alignment with are produced timely and accurately. Participates in implementing or enhancing products and solutions following the hybrid product/project development and implementation lifecycle.

Job Responsibility

• Manage operational support activities, including shared mailbox oversight, issue resolution, workflow administration, and customer service support.
• Lead capacity planning, scheduling, enrollment management, and resource allocation activities to support business needs.
• Administer training operations, learning systems, access-related processes, and stakeholder support functions.
• Develop and maintain operational reports, dashboards, KPIs, and performance metrics to support leadership decision-making.
• Identify and implement process improvements that enhance efficiency, standardization, and service quality.
• Partner with operational leaders, educators, IT, and business stakeholders to support strategic initiatives and organizational priorities.
• Supports various financial systems within the portfolio, following the support model, while providing excellent customer service to all customers and end users.
• Analyzes and troubleshoots production problems; escalates issues and executes solutions.
• Works as a project / product lead on larger, more complex projects and/or on multiple projects and solutions.
• Collaborates with multiple product teams and solution teams, IT and Business Product Managers, IT Business
• Solutions Leads, and other key stakeholders.
• Implements or enhances systems, following the software and solution delivery lifecycle and hybrid project management methods.
• Maintains direct responsibility for successful outcome of assigned project(s) and solutions; interacts with end users to assist in collecting, documenting, and analyzing business requirements; communicates clearly and timely with customers and end users.
• Creates clear, technical designs, and specifications; develops solutions and communicates requirements to external developers.
• Develops, coordinates, and executes detailed test plans.
• Trains end users and documents processes for knowledge transfer.
• Identifies and documents solution related risks and issues; providing guidance and documentation, including scope of work, objectives, timelines, and quality of deliverables.
• Follows policies to ensure business requirements are appropriately translated and communicates risks to stakeholders.
• Keeps current with new functionality or technical offerings related to financial systems as well as with accounting concepts pertinent to healthcare finance.
• Recommends and implements improvements to end user processes as they relate to financial systems.
• Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions. 

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• Master's degree in Computer Science, Business, or Engineering, preferred.
• 3-5 years of relevant experience, required.
• Excellent strategic thinking, project management, and time management skills, preferred.

• Strong organization, communication, and collaboration skills, preferred.

  Preferred Skills/Experience:

• Experience with Learning Management Systems (preferably Cornerstone), ServiceNow, and workforce planning or scheduling platforms.
• Advanced Microsoft Excel skills and proficiency with Power BI, SharePoint, Teams, Outlook, and other Microsoft Office applications.
• Strong analytical, reporting, process improvement, and project coordination capabilities.
• Experience supporting healthcare operations, revenue cycle functions, training programs, or enterprise system implementations.
• Excellent communication, stakeholder management, problem-solving, and organizational skills.
   

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).