Job DescriptionTHE POSITIONThe 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 RESPONSIBILITIESEmployees 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.
QualificationsQUALIFICATIONSMINIMUM KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- Bachelor's 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 ENVIRONMENTOffice: 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 InformationOUR CULTURAL BELIEFS:Patient Minded I act with the patient's 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.
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 eversana.com/careers. More information about EVERSANA's benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
Follow us on LinkedIn / Twitter
