Technology Operations Analyst
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.
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
MINIMUM 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 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.
OUR 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.
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 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.
From EVERSANA’s 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 one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's 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 [email protected].