Service Desk Support Analyst
About The Position
At Accenture Federal Services, our purpose is to help the US federal government make the nation stronger and safer, and to improve the lives of its citizens. Our team of over 13,000 professionals is dedicated to leveraging technology and innovation for clients across defense, national security, public safety, civilian, and military health organizations. As part of the global Accenture technology company, Accenture Federal Services is recognized as a Glassdoor Top 100 Best Place to Work. We foster a collaborative and supportive community where employees feel a sense of belonging and are empowered to grow, learn, and thrive through practical experience, certifications, and industry training. Join us to drive meaningful, lasting change that advances missions and propels the government forward.
Requirements
- Must be a U.S. Citizen with ability to obtain a Public Trust clearance
- Experience in service desk support, system operations, or application support environments.
- Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
- Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting.
- Hands-on experience executing system verifications, data validations, and reconciliation processes.
- Familiarity with ITIL or other service management frameworks.
- Ability to lead incident triage and root cause analysis activities.
- Strong communication skills for handling client escalations and cross-team coordination.
- Ability to manage small projects or autonomous work efforts while mentoring junior staff.
Nice To Haves
- Experience supporting eligibility processing, financial reconciliation systems, or other data-driven platforms.
- Background in service transition procedures, deployment readiness, and change impact analysis.
- Experience developing synthetic monitoring capabilities, including dashboards and custom alerts.
- Exposure to designing or optimizing business processes and operational workflows.
- Previous experience in environments involving multi-system data interfaces or regulated operational processes.
- Familiarity with scripting or automation supporting verification and monitoring activities.
Responsibilities
- Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines.
- Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components.
- Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.
- Act as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions.
- Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel.
- Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity.
- Support pre-production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases.
- Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.
- Collaborate with technical and cross-functional teams to ensure seamless service transitions and smooth system deployments.
- Mentor junior team members and independently manage small projects or workstreams.
Benefits
- Accenture Federal Services offers a wide variety of benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
