Service Desk & Incident Response 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 capable systems analyst to verify core processing platforms, diagnose complex issues, and lead incident triage across multiple teams. You will generate detailed reports using SQL, Splunk, CloudWatch, and Advanced Excel, while ensuring data integrity and smooth deployments.

The role requires US citizenship, ability to obtain a Public Trust, and experience in service desk or operations environments.

Qualifications

• 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 for complex issues.
• Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions.
• Hands-on experience with system verifications, data validations, and reconciliation.
• Familiarity with ITIL or other service management frameworks.
• Ability to lead incident triage and root cause analysis.
• Strong communication for client escalations and cross-team coordination.
• Ability to manage small projects and mentor junior staff.

Responsibilities

• Perform comprehensive system verifications to ensure 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 timely resolutions.
• Generate, analyze, and deliver recurring system reports and ad hoc analyses using SQL, Splunk, CloudWatch, and Advanced Excel.
• Execute data validation and financial reconciliation across internal and external system interfaces.
• Support pre-production and production verification scripts, deployment validation, and readiness reviews for new releases.
• Contribute to business process design, workflow optimization, and development of monitoring alerts and dashboards.
• Collaborate with technical and cross-functional teams for seamless service transitions and deployments.
• Mentor junior team members and manage small projects or workstreams.

Skills

U.S. Citizenship

Public Trust clearance

Analytical thinking

Troubleshooting

SQL

Splunk

CloudWatch

Advanced Excel

ITIL

Incident triage

Client escalations

Project management

Tools

SQL

Splunk

CloudWatch

Excel

Job description

Accenture Federal Services is seeking a capable systems analyst to verify core processing platforms, diagnose complex issues, and lead incident triage across multiple teams. You will generate detailed reports using SQL, Splunk, CloudWatch, and Advanced Excel, while ensuring data integrity and smooth deployments.

The role requires US citizenship, ability to obtain a Public Trust, and experience in service desk or operations environments.