Technology Operations Analyst

THE POSITIONThe 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 RESPONSIBILITIESEmployees 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 JOBTravel 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.