Service Desk & Incident Analytics Analyst

Accenture Federal Services; Washington (District of Columbia); On-site; USD 66,000 - 120,000; Full time

Job summary

Accenture Federal Services is seeking a skilled systems analyst to support federal programs. You will perform verifications, diagnose issues, and lead incident triage across multiple platforms, using SQL, Splunk, CloudWatch and Excel to deliver reliable data and reporting.

You will collaborate with cross‑functional teams, mentor junior staff, and manage small projects while maintaining data integrity and readiness for new releases in a high‑stakes government environment.

Qualifications

• 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 to diagnose complex technical issues.
• Proficiency with SQL, Splunk, CloudWatch, and advanced Excel for analysis and reporting.
• Hands-on experience performing system verifications, data validation, and reconciliation.
• Familiarity with ITIL or other service management frameworks.
• Ability to lead incident triage and root cause analysis.
• Strong communication skills for handling client escalations and cross-team coordination.
• Ability to manage small projects or autonomous work efforts while mentoring junior staff.

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.

Skills

Analytical skills

Troubleshooting

Incident triage

Communication skills

Project management

ITIL familiarity

Tools

SQL

Splunk

CloudWatch

Advanced Excel

Job description

Accenture Federal Services is seeking a skilled systems analyst to support federal programs. You will perform verifications, diagnose issues, and lead incident triage across multiple platforms, using SQL, Splunk, CloudWatch and Excel to deliver reliable data and reporting.

You will collaborate with cross‑functional teams, mentor junior staff, and manage small projects while maintaining data integrity and readiness for new releases in a high‑stakes government environment.