Scientific Lab Support Administrator (ELN, LIMS, CDS, SDMS)
Location: Chicago, IL
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 742,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
In Strategy & Consulting we work with C-suite executives, leaders and boards of the world’s leading organizations, helping them reinvent every part of their enterprise to drive greater growth, enhance competitiveness, implement operational improvements, reduce cost, deliver sustainable 360° stakeholder value, and set a new performance frontier for themselves and the industry in which they operate. Our deep industry and functional expertise is supported by proprietary assets and solutions that help organizations transform faster and become more resilient. Underpinned by technology, data, analytics, AI, change management, talent and sustainability capabilities, our Strategy & Consulting services help architect and accelerate all aspects of an organization’s total enterprise reinvention.
Join our team that is helping the world’s leading life sciences companies to evolve rapidly from selling products to delivering value through better patient outcomes.  We work with our pharmaceutical, biotech, medical technology, distributor and consumer health clients globally to redefine the future of the life sciences industry: combining the latest technology with scientific breakthroughs to revolutionize how medical treatments are discovered, developed and delivered to patients around the world. 
As part of Accenture’s information research support contract for a global pharma company, the Onsite Support Coordinator role entails the following:
A resource to be 100% onsite at the Lake County location (North Chicago area) 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.
Key Technology skills:
ELN
LIMS
CDS
SDMS
Knowledge of those technologies in order to be able to perform basic IT functions in user facing applications, such as creation of user accounts, generation of reports, and performing other activities within a pre-defined workflow, which require elevated privileges within an application or environment.
Key technologies (resource needs to have skills in a minimum of 1 of these, but preferred multiple):
IDBS ELN (e-workbook)
Sapio Exemplar LIMS
Sample Manager (LIMS)
Waters Empower
Waters NuGenesis SDMS