Process Improvement Analyst II

Requirements

• 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.

Benefits

Additional Information

Process Improvement 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 The Process Improvement Analyst is 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. Process Improvement- owning the process SOP- document preparation Process Change Management 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.

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