Operations Analyst

Accenture Federal Services•Arlington, VA

About The Position

In this role, you will take ownership of a variety of IT operational responsibilities, ranging from supporting customers as elevated service desk support to managing software assets to maintaining and updating ServiceNow knowledge articles. You will be expected to execute tasks such as overseeing Active Directory group memberships and ensuring that these processes run smoothly. Your day-to-day work will involve not only following established procedures but also identifying opportunities to create new workflows and enhance existing ones, with a particular focus on integrating AI solutions to drive efficiency. The position requires you to manage time effectively and balance routine operational duties with the initiative to innovate and improve IT service delivery. Exposure to tools like ServiceNow, Active Directory, HTML (other web development coding), and software asset management platforms will be highly beneficial as you navigate the technical landscape of this position. Familiarity with process documentation, workflow automation, and AI integration will help you excel, as will experience in troubleshooting and resolving IT service issues. Success in this role will be supported by a background in operational analysis, a track record of implementing process improvements, and the ability to translate technical challenges into actionable solutions. Your ability to combine critical thinking with effective execution will be key as you contribute to the ongoing evolution of IT operations.

Requirements

ServiceNow: Experience with creating, updating, and maintaining ServiceNow knowledge articles and managing work queues in ServiceNow.
Customer Service: Strong skills in providing customer service and resolving issues.
Attention to Detail: Capability to execute repeatable IT tasks with accuracy and consistency.
Process Improvement and Workflow Development: Skills in identifying opportunities for improvement, developing new workflows, and enhancing existing processes.
AI Integration: Familiarity with integrating AI solutions into IT processes to drive efficiency.
Troubleshooting: Expertise in troubleshooting and resolving IT service issues.
Process Documentation: Knowledge of process documentation and workflow automation.
Technical Proficiency: Knowledge of tools such as ServiceNow and Active Directory. Familiarity with HTML or other web development coding.
Time Management and Task Prioritization: Ability to manage time effectively and balance routine tasks with innovation-focused initiatives.
Critical Thinking, Problem-Solving, & Curiosity: Ability to translate technical challenges into actionable solutions through critical thinking and curiosity.
Collaboration and Knowledge Sharing: Strong teamwork and communication skills to ensure seamless IT operations and shared understanding among team members.

Nice To Haves

Familiarity with software including Figma, LucidChart, Mentimeter, Powtoon, Adobe or other collaboration tools
Familiarity with project management tools and Microsoft excel

Responsibilities

Own and manage various IT operational activities, including software management and Active Directory group administration
Create, update, and maintain ServiceNow knowledge articles
Efficiently complete a work queue in ServiceNow
Provide regular updates to lead such as issue escalation, status reporting, etc.
Provide customer service and issue resolution as escalated support for the service desk
Execute repeatable IT tasks with accuracy and consistency
Identify opportunities for process improvement and develop new or enhanced workflows
Integrate AI solutions into existing and new IT processes
Analyze operational challenges, connect the dots, and propose effective solutions
Collaborate with team members to ensure seamless IT operations and knowledge sharing