Technology Operations Analyst

About the Role

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. 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.

Responsibilities

• 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.
  • Assess legacy workflows and implement 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.

Requirements

• 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.

Schedule

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

Pay

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.

Benefits

More information about EVERSANA’s benefits package can be found at eversana.com/careers.