IT Specialist

Description

IT 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 SUMMARY

Provides support of the service management processes and their application across Global IT. Works with end users, other IT staff, other cross-functional staff, and management within the organization to identify and implement service enhancements and tools. Accountable for a portion of service or process ownership within BT. Adherence to documents, deployment of the processes, procedures, and policies across Company Global IT in alignment with the IT Service Management (ITSM) framework based on ITIL guidelines. Coordinates with IT and partner non-IT work groups in regards to the service management functions.

JOB RESPONSIBILITIES

• Serve as incident coordinator with central IT teams for location service request for hardware and software operationally related and leading to the resolution efficiently in a timely manner.
• Serve as IT escalation point for location service request hardware and software.
• Develops and expands writing and customer relationship skills, to work in tandem following the rhythm of operational activities and readiness.
• Assists with content for the Knowledge Base participate into resolution strategy with L2 and Business Technology application Owners.
• Serve as second-level support in area of application support specialization in collaboration with BT Application Owner.
• Responds to incoming service requests via telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner.
• Ability to recognize priority and business impact on actions and requests.
• Uses the prescribed workflow tool(s) to track 100% of all customer contacts, research questions and issues and resolves each interaction in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/ Operational Level Agreement (OLA). Documents each contact with adequate details according to Company guidelines and Work Instructions.
• Provides feedback to the IT Service Management group on ways to improve efficiencies for end-user support.
• Provide support for the division's applications as well as a first-level computer support to users including guidance to users on usage of the specialized application and relay to L2 when require.
• Installs packaged software, and provides support for dedicated applications related to the operational activities.
• Serves as Technical SME in one or more projects/implementation work as requested and assigned.
• Analyzes internal customers’ needs and helps guide and recommend on existing Syneos solutions.
• Identify, investigate and contribute to improvement opportunities to achieve optimal service delivery.
• Escalates issues to the appropriate team members as required or necessary.
• Meeting service-level expectations set by the supervisor and by the business.
• Collaborates with other IT support groups and other business groups to fulfill operational requests and issues.
• Participates in development of training plan by using internal and external resources for career development and business support purposes. Maintains current knowledge of technology trends.

Qualifications

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.

• 1 years of relevant application support experience
• Understanding of current and emerging technologies
• Effective verbal and written communication in French and English
• (DEC) 3 years in computer sciences or equivalent education and experience.
• Awareness of incident and request management, within an IT Service Management role.
• Strong attention to detail, accuracy, and organizational, interpersonal, and team-oriented skills.
• Must be a self-starter and be willing to take accountability for projects, problems and issues.
• Relevant certifications preferred such as Agile, Scrum and any other relevant certification.
• Possess excellent verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization.
• Demonstrated experience working within an enterprise level IT organization strongly preferred.

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.