Service Delivery Specialist - Technology IT

About Signant Health At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency. Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals. If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.   About the Role Deliver exceptional onsite technical support by providing hands-on assistance to employees at the office, ensuring seamless day-to-day technology operations.  This role combines in-person troubleshooting, hardware deployment and management, and AI-powered problem-solving to create a friction-free workplace technology experience.   You'll be the go-to resource for immediate technical assistance, coordinate equipment logistics (including laptop shipping and inventory), and leverage modern digital tools and automation to enhance service delivery and accelerate digital adoption across the business.    What you will do Deliver high quality IT support to the global end-user community through remote and onsite channels. Deploy, configure, secure, and maintain end-user devices (Windows, macOS, mobile) using modern management tools. Use AI enabled support tools and automation platforms to accelerate troubleshooting and resolve incidents efficiently. Monitor incident queues, prioritize effectively, and ensure timely escalation of complex or high impact issues. Support collaboration platforms (Teams, SharePoint, OneDrive, Outlook) to ensure frictionless communication and productivity. Create and maintain user friendly KB articles, selfservice content, and service guides that enhance user autonomy. Participate in technology rollout projects, including testing, documentation, communication, and postdeployment support. Identify opportunities for automation, process improvement, and service optimization in daily operational workflows. Maintain accurate technical documentation, SOPs, workflows, and asset records. Contribute to training sessions and enablement activities for end users and IT colleagues.    Preferred Qualifications Years of Experience: 2-4 years in the relevant field. Modern Identity & Security Azure AD / Entra ID, MFA, Conditional Access, BitLocker, Defender ATP  Endpoint Management Intune, Autopilot, device lifecycle management, configuration baselines.  Microsoft 365 Ecosystem Outlook, Teams, SharePoint, OneDrive, licensing basics, administration fundamentals.  Operating Systems Windows 10/11, macOS, and basic Windows Server knowledge (2016–2025)  Automation & AI - Assisted Support Basic Power Automate Flows, Virtual Agents, Generative AI troubleshooting  IT Service Management Practices Incident, Service Request, Change & Problem Management  Networking Fundamentals Wi-Fi troubleshooting, VPN, DNS, and Connectivity diagnostics.  Scripting (Nice to ve) PowerShell or Python for diagnostic automation and small tooling improvements.    Desired Qualifications Problem-Solving: Able to systematically diagnose issues, identify root causes, and implement lasting solutions. Able to use structured troubleshooting and AI-enabled tools  Communication Under Pressure: Provides clear, calm, and concise updates during incidents; tailors explanations to non-technical users  Independent Execution: Capable of working autonomously while knowing when to escalate or seek input Process Improvement: Identifies recurring issues and contributes to service enhancement and automation opportunities.  Customer Empathy: Understands user impact and strives to deliver a frictionless support experience.    Why Signant Health? At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster — improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.   We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation — not just maintain the status quo.   If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.