Clinical Site Support Specialist (Sr Project Specialist) - Sponsor Dedicated. SPAIN remote.

Clinical Site Support Specialist (Sr Project Specialist) - Sponsor Dedicated. SPAIN remote.

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.
 
Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape.
 
Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to deliver – for one another, our customers, and, most importantly, for those in need.
 
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

• 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.
• 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.

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.