[Remote] Technology Operations Analyst
Note: The job is a remote job and is open to candidates in USA. EVERSANA is a life sciences commercialization services company focused on helping bring innovative therapies to market and supporting patients. The Technology Operations Analyst serves as the business-facing operational lead for Deployment Solutions IT, managing request intake, governance, process design, documentation, onboarding readiness, knowledge management, change management, training coordination, and adoption. The role translates business needs into clear requirements, repeatable processes, documented playbooks, and measurable adoption outcomes.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- Travel 0-10%, as business needs require
- Full-time role; standard work week with periodic flexibility for implementation support, client onboarding, or offshore coordination
- 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
- 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
Company Overview
Company H1B Sponsorship