Technology Operations Analyst

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Act as the operational lead representing the business for Deployment Solutions IT.

• Take ownership of and manage the request intake model for enhancements, client customizations, support process improvements, and onboarding requirements.

• Facilitate the prioritization, routing, decision tracking, and follow-up process for IT requests.

• Maintain logs for intake, decisions, action items, readiness checklists, and process documentation.

• Create and document repeatable IT processes, standard operating procedures (SOPs), how-to guides, playbooks, and support procedures.

• Evaluate legacy workflows and implement modern operating models that leverage AI-enabled capabilities, automation frameworks, and knowledge-driven solutions.

• Transform recurring support issues into reusable knowledge content in collaboration with application and technical analysts.

• Manage knowledge resources, content for the resource hub, and ServiceNow support materials.

• Facilitate the gathering of technology requirements for new client onboarding and client-driven modifications.

• Coordinate onboarding readiness reviews, handoffs, communications, and support transition activities.

• Ensure that onboarding documentation captures policies, workflows, limitations, audit requirements, reporting needs, extracts, and integration dependencies.

• Develop communication strategies, training plans, launch readiness materials, and support for technology adoption.

• Measure usage, adoption, feedback, and the effectiveness of self-service options.

• Foster stakeholder engagement across Deployment Solutions, IT, compliance, finance, project teams, and end users.

• Show a commitment to diversity, equity, and inclusion through ongoing development and inclusive practices.

• Perform additional duties as assigned.

⛳️ Requirements

• A bachelor's degree in business, information technology, operations, communications, healthcare administration, or a related field; equivalent experience may be considered.

• Over 5 years of experience in technology business analysis, operations, change management, client onboarding, service delivery, process improvement, or application management operations.

• More than 3 years of experience in documenting processes, facilitating requirements, managing stakeholder communications, and coordinating user acceptance testing (UAT) or readiness activities.

• At least 5 years of experience showcasing strong written communication, facilitation, organizational, and stakeholder management abilities.

• Minimum of 3 years of experience with Microsoft Office, Excel, PowerPoint, Teams, SharePoint, and process documentation tools.

• Over 2 years of experience with ServiceNow, knowledge management tools, or collaboration platforms.

• At least 2 years of experience with Concur, Salesforce, Veeva, ServiceNow, D365, and/or other support concepts.

• Ability to assess legacy business processes and identify opportunities for modernization, simplification, and scaling operations through artificial intelligence, automation, workflow optimization, and digital enablement solutions.

• Preferred experience in life sciences and/or other healthcare-related fields.

• Preferred experience working with offshore teams, shared service models, managed services providers, or distributed support organizations.

• Preferred experience supporting cross-functional initiatives involving IT, finance, compliance, operations, and client-facing teams.

• Preferred experience in client-facing service delivery environments with competing priorities and multiple stakeholders.

• Preferred experience participating in software implementations, technology deployments, or organizational change initiatives.

• Travel up to 10%, as required by business needs.

🏝️ Benefits

• Competitive salary and benefits package.

• Reasonable accommodations for individuals with disabilities.

• Confidential handling of candidate information in accordance with EEO guidelines.

• Commitment to diversity, equity, and inclusion.

• Flexible work arrangements to support implementation, client onboarding, or offshore coordination.