IT Support Coordinator On

IT Support Coordinator
Duration - 6 Months
Location - San Diego, TX - 100% Onsite

Job Description:

A resource to be 100% onsite at the San Diego location 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 focused on enhancing the End User experience to ensure Business continuity.
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 Vertex's
Research organization, 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, prioritizing issues that impacts scientists' deadlines, 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.
- 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
- SQL
- Python, Jython
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):
- Dotmatics ELN
- Genedata Screener
- Matlab
- Luma Lab Connect

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