Scientific and Laboratory Informatics

Strong communication / client facing skills
Flexibility to change priorities quickly
Familiarity with coordinating Technical Change, Support and Administration activities focused on ITIL processes and procedures
Excellent communication skills, both written and verbal
Great attention to detail
Excellent time management skills
Basic Project planning and task management skills
Foundation Training in ITIL v3 or V4 (Certificate desirable)
Understanding of Agile principles
Prior experience or training within an enterprise ITSM tool such as ServiceNow
Good knowledge of ITIL processes and their practical application in an enterprise environment
Good knowledge of service performance reporting, risk management, change/release management, incident management and quality process frameworks
Strong expertise with CSOD Learning (LMS) including Reporting 2.0 and CSOD integrations
CSOD core and LMS certification required (or should be willing to complete certification, if contracted)
CSOD Integration consultant certification will be a plus
Knowledge of GxP processes in Life Sciences / Pharma industry will be a plus
Able to work independently without much supervision
8-10 years’ experience in LMS / learning domain, at least 3-4 years in CSOD
Bachelor’s degree or higher
Minimum of 3 years of IT Support experience
Minimum of 3 years of Life Sciences Industry experience
Minimum of 3 years of Supporting GxP Applications

Act as the interface between the site’s stakeholders and the Accenture global support team
Serve as the main point of contact and act in a liaison capacity to facilitate problem resolution
Communicate between IT teams and other departments as required
Work with the Onsite end users and Client IT leadership to identify opportunity areas to grow the service
Bring feedback to the remote Team Members on the efficacy of the overall service from a customer satisfaction perspective
Help strengthen end user experience of the IT support service
Quickly resolve ‘quick and urgent’ issues such as unlocking an existing user account
Follow up on escalated issues or pulling together application reports where access might be either inconvenient or unavailable to the business end users
Operational status reporting
Handle L2/L3 support tickets (Incidents, Problem investigations, break fix development)
Clarify requirements for minor enhancements, conduct demonstrations as applicable for developed enhancements
Work with other IT analysts to improve processes and policies