Service Management specialist

Description

Service Management specialist

Syneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring a wide range of talented experts together across a wide range of business-critical services that support our business. Every role within Corporate is vital to furthering our vision of Shortening the Distance from Lab to Life.

Discover what our 29,000 employees, across 110 countries already know.

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we're able to create a place where everyone feels like they belong.

Job Responsibilities

Incident Management

• Ensure all incidents are logged, categorized, prioritized, and resolved in line with SLAs.
• Monitor and analyse incident trends to drive proactive issue resolution and minimize service disruption.

Problem Management

• Lead root cause analysis and drive permanent corrective actions for recurring issues.
• Maintain the Known Error Database (KEDB) and ensure accurate problem records and documentation.

Change Management

• Coordinate and facilitate Change Advisory Board (CAB) meetings.
• Ensure all changes are properly assessed for impact, risk, and scheduling prior to implementation.
• Maintain compliance with change management policies, procedures, and audit requirements.

Configuration Management (CMDB)

• Maintain CMDB data accuracy and integrity.
• Define and implement CI relationships, attributes, and discovery processes.
• Partner with service owners and technical teams to ensure alignment with operational and business needs.

ServiceNow Administration & Reporting

• Develop and maintain reports, dashboards, and performance metrics to measure ITSM process health and efficiency.
• Support ServiceNow platform improvements, integrations, and process automation initiatives.

Continuous Improvement

• Identify process gaps and propose automation or workflow enhancements.
• Drive ITSM maturity improvements through the adoption of best practices, intelligent automation, and AIOps capabilities.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you'll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

We are seeking a candidate with strong operational discipline, analytical thinking, and a passion for process improvement and innovation. The ideal individual will have solid experience across ITIL-based processes and a proven ability to drive maturity, efficiency, and automation within IT service operations.In this role, you will strengthen and evolve our IT Service Management (ITSM) framework, ensuring that Incident, Problem, Change, Knowledge, and Configuration Management processes are executed effectively and continuously improved. You will thrive in an evolving environment, taking ownership of initiatives that enhance service delivery, stakeholder satisfaction, and operational transparency.The successful candidate will be capable of managing critical incidents, maintaining CMDB integrity, leading proactive problem management, and improving the quality and accessibility of knowledge assets. A data-driven and automation-focused mindset is essential, along with expertise in ServiceNow reporting, dashboards, and analytics.Experience leveraging AI and intelligent automation to streamline workflows, improve service predictability, and enhance user experience will be highly valued. You will also collaborate closely with cross-functional and global teams, working across time zones and disciplines to translate operational requirements into system enhancements and shape the future of our ITSM capabilities through innovation and continuous improvement.