Accenture Support Specialist in Boston, Massachusetts
Title: Support Specialist Location: USA Job Number: 00517933
Do you want to work where scientific innovation meets leading-edge technology? Join Accenture Scientific Informatics Services and help our clients apply digital technologies to revolutionize scientific and laboratory processes.
Accenture Scientific Informatics Services combines the scientific and laboratory informatics expertise of LabAnswer with Accenture’s strategic and business consulting capabilities, industry platforms, innovation approach and global scale to help transform how scientific and laboratory processes are conducted across a variety of industries—helping make them faster, more efficient and more effective than ever before.
Leveraging digital technologies such as automation, artificial intelligence, Internet of Things, analytics and cloud, in combination with a fundamental redesign of the scientific user experience, Accenture Scientific Informatics Services helps organizations better capture, manage, integrate and analyze complex scientific data. This can improve the discovery and manufacturing of new products, improve quality, ensure compliance, reduce time to market and improve operational efficiency.
As an Accenture Scientific Informatics Services consultant you will be exposed to the technologies and processes that many leading US companies and government agencies utilize. We offer a generous compensation package consisting of salary, bonuses and benefits.
Under minimal supervision from Management:
Ensure the client support team delivers a professional, customer focused and high performing support service in line with agreed service scope and service levels ( 1). Works with Management in assessing resource needs to achieve quality delivery
Able to plan, schedule and monitor work activities in order to meet time and quality targets
Participates in regular goal setting sessions with the clients to develop delivery expectations that contribute to client business objectives
Conduct the planning of application releases, data changes, and configuration changes
Provide technical direction and guidance to the support team on LIMS products as maintained for the client
Provide input to clients on application/infrastructure scalability; works with Management on any and all account issues
Work with Management to report on appropriate client metrics on key performance and quality indicators; provide input and report on regular team technology scorecards. Supports application monitoring, performance tuning and testing; prepare and/or review and approve application enhancement estimates
Follows appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
Provide advice on emerging trends and issues affecting the client and Service Delivery
Coordinate or facilitate regulatory requirements with the client
Monitor or participate in High Severity Incidents for assigned clients as required; ensure proper Root Cause Analysis is completed to ensure the issue does not reoccur or that a reoccurrence will have minimal impact
Monitor the planning and execution of application releases, data changes, and configuration changes conducted by assigned teams
Assist team leads in identifying and quantifying business value for LabAnswer clients
4 Year degree in an applicable field
Excellent written and verbal communications skills
Excellent organizational skills
Intermediate understanding of a single lab type
Intermediate understanding of a single industry
Expert understanding of a single system type
Advanced understanding of ITIL processes
2-4 Years of experience in Laboratory Informatics
2-4 Years of experience working in regulated environments
Prior experience working on an application support or equivalent team
- 2-4 Years of consulting experience
Job: Program, Project & Service Mgmt