Operations Analyst

Accenture Federal Services•Arlington, VA

6d•$57,200 - $109,400

About The Position

At Accenture Federal Services, our mission is to strengthen and safeguard the nation and improve lives through technology and ingenuity. We serve clients across defense, national security, public safety, civilian, and military health organizations. As a recognized Glassdoor Top 100 Best Place to Work, we foster a collaborative and supportive community that empowers growth through hands-on experience, certifications, and industry training. Join us to drive meaningful change and advance government missions. In this role, you will manage various IT operational responsibilities, including elevated service desk support, software asset management, and maintaining ServiceNow knowledge articles. You will oversee Active Directory group memberships and ensure smooth process execution. Your work will involve adhering to established procedures while also identifying opportunities to create new workflows and enhance existing ones, with a focus on integrating AI solutions for efficiency. The position requires effective time management to balance routine duties with innovation and improvement in IT service delivery. Experience with tools like ServiceNow, Active Directory, HTML, and software asset management platforms is beneficial. Familiarity with process documentation, workflow automation, and AI integration, along with troubleshooting skills, will contribute to your success. A background in operational analysis, a track record of implementing process improvements, and the ability to translate technical challenges into actionable solutions are key. Combining critical thinking with effective execution will be essential for contributing to the 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