Remote Senior Clinical Site Support Lead

Syneos Health; España; On-site; PHP 3,050,000 - 4,503,000; Full time

Job summary

Syneos Health in Spain is seeking a Clinical Site Support Specialist (Sr Project Specialist) to manage the logistical aspects of clinical projects, coordinating with functional leads to ensure successful deliverables and supporting the Project Lead to meet contracted services and customer requirements.

The role requires strong communication, MFA knowledge, and experience in healthcare or regulated environments, with the ability to manage multiple site requests and align to regional support hours.

Qualifications

• Prior experience in customer service, technical support, or help-desk operations, ideally within healthcare, clinical trials, or another regulated industry.
• Working knowledge of multi-factor authentication (MFA) concepts and common troubleshooting scenarios (authenticator apps, passkeys, or similar).
• Strong verbal and written communication skills, with demonstrated ability to guide non-technical users through technical steps.
• Ability to manage a queue of concurrent site requests across self-serve and live-session channels.
• Ability to accurately track and report on completion status against deadlines.
• Availability aligned to site support hours for assigned region(s) — confirm regional coverage model before finalizing.

Responsibilities

• Maintain thorough working knowledge of the Client Unified Credential authentication flow and how it connects to Atom5, LillyNexus, and IWRS.
• Maintain working knowledge of the MFA options sites may encounter, including Auth0, ID.me, Google, and Microsoft, and be able to troubleshoot enrollment and login issues across each.
• Direct sites to self-serve resources for standard enrollment questions.
• Conduct scheduled or on-demand live walk-through sessions covering MFA setup and platform navigation.
• Network with Product Owners, technical leads, and program stakeholders to resolve issues outside standard troubleshooting scope.
• Build close working relationships with the Client program team and fellow Syneos support staff to ensure consistent service quality.
• Actively share recurring issues and resolutions across the support team, cross-study and cross-system, to reduce repeat escalations.
• Understand how delays or errors in MFA enrollment affect site access to trial systems and, by extension, trial activity and data continuity.
• Track site-level completion status (MFA enrollment + training) against migration gate dates using the program's tracking dashboard.
• Escalate unresolved technical issues (e.g., identity/access continuity problems) to the technical resource or program lead promptly.
• Respond to site support incidents within defined SLA windows.
• Document recurring issues and site feedback to inform FAQ and self-serve content updates.
• Serve as Subject Matter Expert (SME) on the Client Unified Credential support model as needed.
• Maintain awareness of applicable client clinical technology standards, procedures, and business processes.
• Working knowledge of MFA concepts and common troubleshooting scenarios (authenticator apps, passkeys, or similar).
• Prior experience in customer service, technical support, or help-desk operations, ideally within healthcare, clinical trials, or another regulated industry.

Job description

Syneos Health in Spain is seeking a Clinical Site Support Specialist (Sr Project Specialist) to manage the logistical aspects of clinical projects, coordinating with functional leads to ensure successful deliverables and supporting the Project Lead to meet contracted services and customer requirements.

The role requires strong communication, MFA knowledge, and experience in healthcare or regulated environments, with the ability to manage multiple site requests and align to regional support hours.