IT Service Management (ITSM) Analyst - Life Sciences

Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.

We are seeking an IT Service Management (ITSM) Analyst to support service operations and ticket management activities within a Life Sciences environment. This role requires experience with ITSM principles, ServiceNow, and Level 1.5 support, along with knowledge of Computer System Validation (CSV) and regulated industry requirements. The ideal candidate will collaborate across teams, communicate effectively with stakeholders, and contribute to the delivery of high-quality support services while maintaining compliance with established processes and standards.

Key Responsibilities

• Provide Level 1.5 support and manage service requests, incidents, and operational activities in alignment with ITSM best practices.
• Utilize ServiceNow to support ticket management, issue resolution, and service operations.
• Collaborate with cross-functional teams to address service-related issues and ensure timely delivery of support activities.
• Communicate project, service, and operational updates clearly to stakeholders and relevant teams.
• Support activities within a regulated Life Sciences environment, adhering to Computer System Validation (CSV) requirements and compliance standards.
• Take ownership of assigned deliverables and drive work through to completion while meeting quality expectations and deadlines.
• Adapt to changing priorities and support continuous improvement initiatives across service operations.
• Contribute to knowledge sharing and the adoption of standardized IT service management processes.

Required Qualifications

• Experience working with IT Service Management (ITSM) principles and processes.
• Hands-on experience with ServiceNow.
• Experience providing Level 1.5 support or similar operational support functions.
• Experience within the Life Sciences industry.
• Knowledge and practical experience related to Computer System Validation (CSV).
• Strong verbal and written communication skills with the ability to interact effectively with stakeholders and cross-functional teams.
• Ability to manage priorities, take ownership of deliverables, and drive tasks to completion.
• Demonstrated ability to work in dynamic environments and adapt to changing business needs.
• Commitment to delivering quality work and meeting established deadlines and objectives.
• Recommended experience: 2-5 years in IT support, ITSM operations, or related service management roles.
• Minimum required education: High School Diploma.
• Advanced English written and spoken.

Preferred Qualifications

• ITIL certification.
• Basic knowledge of AWS and/or Google Cloud Platform (GCP).
• Basic SAP domain knowledge.
• Experience with integration platforms such as MuleSoft.
• Exposure to cloud-based and enterprise application environments

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement

About Accenture

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 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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

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