Technology Operations Analyst

THE POSITION

The Technology Operations Analyst serves as the business-facing operational lead for Deployment Solutions IT. This role owns request intake governance administration process design documentation onboarding readiness knowledge management change management training coordination and adoption. The position turns Deployment Solutions business needs into clear requirements repeatable processes documented playbooks and measurable adoption outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Governance and Intake Management:

• Own and maintain the Deployment Solutions IT request intake model for enhancements client customizations support process improvements and onboarding needs.
• Facilitate prioritization routing decision tracking and follow-up for Deployment Solutions IT requests.
• Maintain governance artifacts including intake logs decision logs action items readiness checklists and process documentation.

Process Design and Documentation:

• Design and document repeatable Deployment Solutions IT processes SOPs how-to guides playbooks and support procedures. Including assessment of legacy workflows and implementation of modern operating models leveraging AI-enabled capabilities automation frameworks and knowledge-driven solutions.
• Partner with application and technical analysts to convert recurring support issues into reusable knowledge content.
• Maintain Deployment Solutions IT knowledge resources resource hub content and ServiceNow support content.

Client Onboarding and Readiness:

• Facilitate technology requirements gathering for new client onboarding and client-driven changes.
• Coordinate onboarding readiness reviews handoffs communication needs and support transition activities.
• Ensure onboarding documentation captures relevant policies workflows limits audit needs reporting needs extracts and integration dependencies.

Change Management and Adoption:

• Develop communication plans training plans launch readiness materials and adoption support for Deployment Solutions technology changes.
• Measure usage adoption feedback and self-service effectiveness.
• Support stakeholder engagement across Deployment Solutions IT compliance finance project teams and end users.
• Demonstrate a commitment to diversity equity and inclusion through continuous development modeling inclusive behaviors and proactively managing bias.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB

• Travel 0-10% as business needs require.
• Full-time role; standard work week with periodic flexibility for implementation support client onboarding or offshore coordination.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

Qualifications :

QUALIFICATIONS

MINIMUM KNOWLEDGE SKILLS AND ABILITIES

The requirements listed below are representative of the experience education knowledge skill and/or abilities required.

• Bachelors degree in business information technology operations communications healthcare administration or related field; equivalent experience may be considered.
• 5 years of experience in technology business analysis operations change management client onboarding service delivery process improvement or application management operations.
• 3 years of experience documenting processes facilitating requirements managing stakeholder communications and coordinating UAT or readiness activities.
• 5 years of experience demonstrating strong written communication facilitation organization and stakeholder management skills.
• 3 years of experience with Microsoft Office Excel PowerPoint Teams SharePoint and process documentation tools
• 2 years of experience with ServiceNow knowledge management tools or collaboration platforms.
• 2 years of experience with Concur Salesforce Veeva ServiceNow D365 and/or other support concepts.
• Demonstrated ability to evaluate legacy business processes and identify opportunities to modernize simplify and scale operations through the application of artificial intelligence automation workflow optimization and digital enablement solutions.

PREFERRED QUALIFICATIONS

• Experience working within life sciences and/or other healthcare related fields.
• Experience working with offshore teams shared service models managed services providers or distributed support organizations.
• Experience supporting cross-functional initiatives involving IT Finance Compliance Operations and client-facing teams.
• Experience supporting client-facing service delivery environments with competing priorities and multiple stakeholders.
• Experience participating in software implementations technology deployments or organizational change initiatives.

CORE SUCCESS MEASURES

• Request intake cycle time and prioritization throughput.
• Percentage of key Deployment Solutions IT processes documented and approved.
• Knowledge article usage self-service utilization and ticket deflection trends.
• Onboarding readiness completion and reduction in rework.
• User adoption training completion and stakeholder satisfaction.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT

Office: While performing the essential functions of this job the employee is frequently required to reach grasp stand and/or sit for long periods of time walk talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet with frequent interruptions and multiple demands.

Additional Information :

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone anywhere anytime to achieve results.

Communication Matters I speak up to create transparent thoughtful and timely dialogue.

Always Innovate I am bold and creative in everything I do.

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience other job-related qualifications/skills and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations visit  information about EVERSANAs benefits package can be found at  EVERSANA reserves the right to modify this base salary range and benefits at any time. 

From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at .

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Remote Work :

Yes

Employment Type :

Full-time