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)