Technology Operations Analyst

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

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; 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.

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.

Nice to have

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.