Accenture EAS Support Consultant – LIMS in Cork, Ireland
ASIS works with “best in breed” Laboratory Informatics software products to provide total solutions for our clients. ASIS is expert in architecting, configuring, deploying, validating and supporting laboratory systems. These systems include LIMS, ELN, SDMS, and CDS, among others. This domain where laboratory science intersects with information technology is our passion, and unlike some other companies providing similar services, it is our singular focus!As an ASIS consultant you will be exposed to the technologies and processes that many leading global companies and government agencies utilize. We offer a generous compensation package consisting of salary, bonuses and benefits.
A subject matter expert in one or more Laboratory Information Management Systems (LIMS) technology products. This role will perform operational and Level 3 support for production applications in a range of client portfolios. Responsibilities involve the daily management of escalated incidents, operational maintenance and support, development support, and proactive/preventative analysis of systems. This person will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.
Job Duties and Responsibilities:
Works with the Team Lead and Level 2 Systems Analysts to deliver a professional, customer focused and high performing support service in line with agreed service scope and service levels (+1).
Works with vendors of LIMS solutions to resolve issues, schedule product upgrades, develop bug fixes, and other items as necessary to provide top service to clients
Familiar with assigned client environments and the technology used; serves as the main escalation point for any and all technical issues that Level 2 technicians cannot resolve
Serves as the owner of Problem Records to ascertain root cause and formulate a mitigation strategy.
Provide Level 3 Support on complex LIMS and associated applications, including patches, upgrades, and vendor requirements; support scientific data management devices as required.
Supports the effective functioning of all service management activities across the support team. Participates in periodic goal setting sessions with the Team Lead and/or Associate Manager and clients to develop delivery expectations that contribute to client business objectives.
Contribute to the planning and implementation of application releases, data changes, and configuration changes
Provide technical direction and guidance to Level 2 technicians on LIMS products as maintained for the client
Assists the team lead with guiding clients on application/infrastructure scalability
Participates in High Severity Incidents for assigned clients; conduct a Root Cause Analysis, as assigned, to ensure the issue does not reoccur or that a reoccurrence will have minimal impact
Assist the Team Lead in reporting 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 (as applicable)
Follows and adheres to client procedures and processes with all assigned service delivery areas
Adheres to 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
Participate in regulatory requirements with the client as required
Experience working with technical support teams as a Level 2 technician
Creation of simple SQL queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
2+ years’ experience in hands-on LIMS application support, or, 3 years experience in hands on support on other Enterprise Application Systems that can correlate to this role
Experience with and understanding of instrument integration
Ability to independently apply production upgrades and support the products and technologies
Experience in providing services to agreed SLA’s
Understanding of available ways to integrate external labs. (recommended approaches)
Some experience with working in an ITIL environment
Excellent interpersonal and communication skills
4 year degree in an applicable field
MS SQL Server (2005/2008/2012)
Some level of understanding for PL/SQL
Some level of understanding for T-SQL
Some experience with Citrix and remote operations
MS Window Server (2003, 2008, 2012)
Understanding of n-Tier application architecture concepts
Experience using ticketing systems such as Service Now, BMC Remedy, or other equal system
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.