Service Management Analyst II

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.
 
Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
Discover what your 25,000 future colleagues already know:
 
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 building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

Job Summary

Responsible for developing, maintaining, and optimizing the organization’s knowledge management strategy, in alignment to AI and Automation roadmaps, ensuring that critical technical information is captured, structured, and easily accessible. They oversee the creation, governance, and continuous improvement of knowledge assets—including documentation, knowledge bases, support articles, and processes—so that IT teams can work efficiently, reduce incident resolution times, and improve service quality.

This will also extend into Service Readiness, ensuring that new or changed IT services are fully prepared for operational launch and can be supported effectively from day one. Acting as the bridge between project delivery and operational teams, the Service Readiness Manager oversees the end‑to‑end readiness process—covering people, process, technology, and documentation.

Core Responsibilities

• Engage with AI and Automation stakeholders and roadmaps to drive Knowledge Management and Service Readiness as the foundation to quality interactions and outcomes.
• Create and maintain knowledge content (articles, documentation, runbooks).
• Define and enforce knowledge standards to ensure quality and consistency.
• Work with teams to capture expertise and close knowledge gaps.
• Manage the knowledge lifecycle—reviewing, updating, and archiving content.
• Promote knowledge sharing through guidance and training.
• Analyse knowledge usage and performance to drive improvements.
• Optimise knowledge tools and platforms to enhance user experience.
• Plan and manage service readiness for new or changed services.
• Ensure operational preparedness, including processes, tools, and support models.
• Coordinate with stakeholders across project, engineering, and support teams.
• Oversee documentation and knowledge handover, ensuring support materials are complete.
• Identify and mitigate risks related to service launch.
• Validate service performance and support processes before go‑live.
• Manage go‑live readiness and Early Life Support until the service stabilizes.

Qualifications

• Bachelor's Degree in related field
• ITIL Foundation Certificate preferred
• Certificate in Knowledge Management advantages
• 3 – 5 years of relevant experience

Disclaimer

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.

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.
 

http://www.syneoshealth.com

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.