Level 2 Tech Analyst

Job Description

Role Overview:At EVERSANA, you will be part of a global team committed to creating a healthier world by delivering next-generation commercialization services to the life sciences industry. As a Technical Support Operations member, you will be responsible for maintaining technical configurations, managing claims investigation processes, owning operational reporting metrics, and providing technical solutions to ensure effective business operations. Your role will involve working collaboratively with various stakeholders, continuously improving processes, and aligning with vendors and partners to resolve issues efficiently.Key Responsibilities:- Creating and maintaining technical configurations and requirements in the configuration tool- Managing the claims investigation process and relevant tooling- Owning operational reporting metrics, conducting root cause analysis, and serving as the go-to source of knowledge for current business operations- Ensuring delivered solutions meet required business operations SLAs- Providing support, technical solutions, and expertise to maintain an effective operating service model- Pulling and running reports, resubmitting claims, and managing file management and support- Proactively monitoring dashboards and alerts- Communicating professionally and effectively with users, stakeholders, and technical teams to understand issues and deliver solutions- Providing regular updates on operational performance, incident trends, and ongoing initiatives during team and stakeholder meetings- Maintaining support documentation, knowledge articles, and standard operating procedures for continuous improvement and governance- Communicating with partners and vendors, resolving and escalating issues as needed, and maintaining contact informationQualifications Required:- Strong technical background and experience in technical support operations- Excellent communication skills to interact with diverse stakeholders and technical teams effectively- Proven ability to analyze data, conduct root cause analysis, and drive continuous improvement initiatives- Experience in maintaining support documentation, knowledge articles, and standard operating procedures- Ability to collaborate cross-functionally and align with partners and vendors to ensure efficient issue resolutionPlease note that EVERSANA is committed to diversity, equity, and inclusion, and we are an Equal Opportunity Employer. We do not require personal information or payment for training or job application fees during the employment process. Your dedication to improving patient lives and contributing to the healthcare industrys innovation is highly valued at EVERSANA. Role Overview:At EVERSANA, you will be part of a global team committed to creating a healthier world by delivering next-generation commercialization services to the life sciences industry. As a Technical Support Operations member, you will be responsible for maintaining technical configurations, managing claims investigation processes, owning operational reporting metrics, and providing technical solutions to ensure effective business operations. Your role will involve working collaboratively with various stakeholders, continuously improving processes, and aligning with vendors and partners to resolve issues efficiently.Key Responsibilities:- Creating and maintaining technical configurations and requirements in the configuration tool- Managing the claims investigation process and relevant tooling- Owning operational reporting metrics, conducting root cause analysis, and serving as the go-to source of knowledge for current business operations- Ensuring delivered solutions meet required business operations SLAs- Providing support, technical solutions, and expertise to maintain an effective operating service model- Pulling and running reports, resubmitting claims, and managing file management and support- Proactively monitoring dashboards and alerts- Communicating professionally and effectively with users, stakeholders, and technical teams to understand issues and deliver solutions- Providing regular updates on operational performance, incident trends, and ongoing initiatives during team and stakeholder meetings- Maintaining support documentation, knowledge articles, and standard operating procedures for continuous improvement and governance- Communicating with partners and vendors, resolving and escalating issues as needed, and maintaining contact informationQualifications Required:- Strong technical background and experience in technical support operations- Excellent communication skills to interact with diverse stakeholders and technical teams effectively- Proven ability to analyze data, conduct root cause analysis, and drive continuous improvement initiatives- Experience in maintaining support documentation, knowledge articles, and standard operating procedures- Ability to collaborate cross-functionally and align with partners and ve

Keyskills :
Root Cause AnalysisFile ManagementContinuous ImprovementCommunicationTechnical Support OperationsClaims InvestigationOperational ReportingDashboard MonitoringCrossFunctional CollaborationVendorPartner Alignment