Job Description

A resource to be 100% onsite at the San Diego, CA, acting as the interface between the site's stakeholders and the Accenture global support team. This resource needs to have strong communication / client facing skills and will serve as main point of contact and act in a liaison capacity to facilitate problem resolution, communicating between IT teams and other departments as required. This resource needs to have flexibility to change in a minute and move on to the next more pressing issues and be comfortable with prioritizing their daily workload. The ideal candidate will be familiar with coordinating Technical Change, Support and Administration activities focused on ITIL processes and procedures. As part of this role, the resource will be expected to work with the Onsite end users and Client IT leadership to identify opportunity areas to grow the service in ways that can better serve the our client's business, bring feedback to the remote Team Members on the efficacy of the overall service from a customer satisfaction perspective, and help strengthen end user experience of the IT support service - for example by quickly resolving "quick and urgent" issues such as unlocking an existing user account, following up on escalated issues or pulling together application reports where access might be either inconvenient or unavailable to the business end users, as long as those reports fill a necessary business purpose. Overall activities include, but are not limited to the following: + Operational status reporting + L2/L3 support tickets (Incidents, Problem investigations, break fix development) + Business analysis role (clarify requirements for minor enhancements, conduct demonstrations as applicable for developed enhancements, etc.) + work with other IT analysts to improve processes and policies Project Experience and Skills: + Excellent communication skills, both written and verbal. + Great attention to detail. + Excellent time management skills. + Fantastic work ethic and 'can-dos' attitude to achieve successful outcomes for the client. + 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 Experience with : o CSOD release management, patch updates o Providing advisory and support for CSOD LMS, usage and enhancements Knowledge of GxP processes in Life Sciences / Pharma industry will be a plus Strong client facing communication skills, consultative and analytical approach Able to work independently without much supervision 8-10 years' experience in LMS / learning domain, at least 3-4 years in CSOD Candidate should be in the US East location (or should be open to work in EST time zone, if any other location in US / Canada) Bachelor's degree or higher Minimum of 3 years of the following: + IT Support experience + Life Sciences Industry experience + Supporting GxP Applications In today's world, business leaders want to rapidly and confidently reinvent to increase resilience, mitigate risk, and grow with sustainable value. That's where Accenture Strategy & Consulting comes in. We bring together strategic visionaries, industry experts, practitioners from across every enterprise function, business intelligence professionals, change specialists, data and AI authorities, and many other specialized skills to co-create each client's unique path to reinvention. You will be a trusted partner to business leaders, working with a diverse team of experts to deliver successful tech-enabled transformation and new kinds of value for your clients. Join our global network of people using the latest assets, platforms and partnerships to help bring ideas to life. Strategy & Consulting is one of five services that make up one Accenture - the others are Operations, Technology, Song and Industry X. Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. ( Role Location Hourly Salary Range California $26.39 to $77.88 Colorado $26.39 to $67.31 District of Columbia $28.08 to $71.63 Illinois $24.42 to $67.31 Minnesota $26.39 to $67.31 Maryland $26.39 to $67.31 New York/New Jersey $24.42 to $77.88 Washington $28.08 to $71.63 What We Believe We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here ( Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement ( . Requesting An Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email ( or speak with your recruiter. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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