Technology Operations Analyst

Company Description

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 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.

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

• 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 Service Now 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.

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

• Travel 0-10%, as business needs require.
• Full-time role; standard work week with periodic…