1+ months

Technology Support Lead

Berwyn, PA 19312
  • Jobs Rated
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

The StartingPoint (Regulatory Submission Authoring Technology Product) Support Lead role resides within Accenture's Applied Life Sciences Solutions (ALSS) business service. ALSS helps clients make a meaningful impact on patients lives by combining new science with leading-edge technology. Were working with our clients to revolutionize how medical treatments are discovered, developed and delivered. Professionals who work on the StartingPoint Product team within ALSS are focused on improving the submission authoring process and eSubmission-readiness for customers who will be submitting drug applications to health authorities worldwide.

Job Description

The StartingPoint Product Support Lead will be the primary customer support contact for the StartingPoint authoring suite and responsible for providing technical guidance and eSubmission readiness support for all authors contributing content to regulatory submissions. Under the direction of the StartingPoint Product Manager, the Support Lead is responsible for managing the daily tasks associated with the product support queue including troubleshooting customer issues, providing them with solutions, and escalating issues to senior staff when appropriate, as well as daily communication with clients. Additionally, the Support Lead will assist with product sales support (demonstrations), offering strategy, product upgrades and validation testing, template customizations, and submission document reformatting projects as needed. The Support Lead would also provide product and eSubmission readiness training to sponsors.

Reporting directly to the Software Product Manager, the StartingPoint Product Support Leads primary responsibilities will include the following:
Handle customer queries in a timely and professional manner
Receive the support email or call, and provide initial response to the customer, gathering information as needed
Troubleshoot customer issues, and respond with a resolution or escalate the issue as needed to Product Management
Keep accurate records and track customer support issue and resolution
Prepare and manage software upgrades to existing customers
Assist with software validation for new releases
Manage customer contact information and customer download sites
Assist with customer sales support and demonstrations of tool
Provide product and eSubmission readiness training to sponsors
Assist with customer-specific template customizations and reformatting services when needed
Assist with formatting submission templates and managing updates coming from Regulatory Affairs
Assist with customer invoicing, accounts receivables as needed
Regularly communicate with clients, including, but not limited to, face to face meetings, presentations, telephone, email, and conference call interaction

Basic Qualifications:
Strong Microsoft Word skills, including working with Microsoft Word Styles
Experience with rendering documents using Adobe Acrobat and working with bookmarks or other PDF rendering software
Demonstrated ability to think strategically and troubleshoot complex technical issues
Bachelors degree
Ability to travel 20%

Preferred Qualifications:
1+ years experience in Regulatory Operations, Affairs, or Regulatory Systems IT
Experience with publishing software and/or electronic document management systems and other tools used throughout the Pharmaceutical industry
A working knowledge of Pharmaceutical Regulatory Submission requirements as defined by ICH and Global Health Authority Guidelines (FDA, EMA, etc.)
Experience with authoring systems and processes, including the use of Style Guides.

Important information
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


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Posted: 2019-10-07 Expires: 2019-11-22

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Technology Support Lead

Berwyn, PA 19312

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144th2018 - Author
Overall Rating: 144/220
Median Salary: $61,820

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