Service Desk Product & Reliability Specialist

Accenture Federal Services; Washington (District of Columbia); On-site; USD 62,000 - 119,000; Full time

Job summary

Accenture Federal Services in Washington, DC is seeking a results-driven analyst to join our technical operations team. You will analyze product workflows, diagnose incidents, and provide actionable insights to improve reliability and user experience across defense, public safety, and civilian programs.

You will query data, define metrics, and collaborate with Site Reliability Engineers to validate fixes, participate in root cause analyses, and help mature problem management processes.

Qualifications

• US citizenship and ability to obtain Public Trust clearance.
• Experience in technical support, product operations, service desk, or similar roles with Tier 2+ diagnostics.
• Strong ability to interpret error codes, stack traces, logs, and service level behaviors.
• Proficiency in SQL for querying, validating, and modeling data.
• Familiarity with observability tools such as Splunk, Dynatrace, CloudWatch.
• Understanding of reliability concepts including SLOs, SLIs, incident severity, and problem management.
• Strong analytical skills for trending defects and workflow inefficiencies.
• Ability to translate symptoms into structured technical problem statements.
• Excellent written communication for documentation and runbooks.
• Experience collaborating with engineering or SRE during investigations and releases.

Responsibilities

• Analyze product workflows, user friction, defects, and support trends to identify inefficiencies.
• Query, model, and validate data to support decisions, release readiness, and performance tracking.
• Define and maintain metrics tied to customer experience, compliance, and system reliability.
• Generate actionable insights to influence prioritization, backlog grooming, and releases.
• Investigate issues using logs, traces, dashboards, and observability data.
• Identify trends in incidents and outages to support reliability improvements.
• Partner with SREs to analyze SLO/SLI and validate fixes through testing.
• Enhance incident response processes, alert quality, and observability across service desks.
• Document technical findings and contribute to runbooks and knowledge bases.
• Bridge Service Desk with engineering/production teams for problem statements and investigations.
• Support automation initiatives to reduce manual tasks and repeatable work.
• Participate in root cause analysis and mature problem management processes.
• Refine Service Desk procedures to improve accuracy, speed, and consistency in issue resolution.

Skills

US Citizenship

Tier 2+ diagnostics

Error analysis

SQL querying

Observability tools

Reliability concepts

Analytical mindset

Technical problem statements

Written communication

Collaboration with SRE/engineering

Tools

Splunk

Dynatrace

CloudWatch

Job description

Accenture Federal Services in Washington, DC is seeking a results-driven analyst to join our technical operations team. You will analyze product workflows, diagnose incidents, and provide actionable insights to improve reliability and user experience across defense, public safety, and civilian programs.

You will query data, define metrics, and collaborate with Site Reliability Engineers to validate fixes, participate in root cause analyses, and help mature problem management processes.