Service Desk Product & Technical Specialist

Accenture Federal Services; Washington (District of Columbia); Sur place; USD 62 000 - 119 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

US Citizenship

Tier 2+ diagnostics

Error analysis

SQL querying

Observability tools

Reliability concepts

Analytical mindset

Technical problem statements

Written communication

Collaboration with SRE/engineering

Outils

Splunk

Dynatrace

CloudWatch

Description du poste

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people.Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands‑on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Key Responsibilities

• Analyze product workflows, user friction, recurring defects, and support trends to identify operational inefficiencies and opportunities for improvement.
• Query, model, and validate data to support product decisions, release readiness assessments, and performance tracking efforts.
• Define, document, and maintain consistently governed operational and product metrics tied to customer experience, compliance, and system reliability.
• Generate actionable insights that influence prioritization, backlog grooming, and release planning for product and engineering teams.
• Investigate issues using logs, event traces, dashboards, error records, and observability data to understand system behavior and isolate failure patterns.
• Identify trends in incidents, outages, and escalations to support reliability improvements and surface underlying product or platform defects.
• Partner with Site Reliability Engineers (SREs) to analyze SLO and SLI performance, diagnose root causes, and validate fixes through structured testing.
• Enhance incident response processes, improve alert quality, and strengthen observability practices across service desk workflows.
• Categorize incidents by root cause and business impact while recommending preventive actions and durable remediation.
• Document technical findings in clear, reproducible formats; contribute to runbooks, knowledge base content, and troubleshooting guides.
• Serve as a bridge between Service Desk operations and technical/product teams, translating operational symptoms into clear technical problem statements.
• Collaborate with engineering on investigations, knowledge transfers, post incident reviews, and release cycles.
• Recommend improvements to workflows, product functionality, and system behavior based on data driven insights and reliability analysis.
• Support automation initiatives that reduce manual investigation and repetitive tasks.
• Participate in structured root cause analysis and help mature problem management processes.
• Refine Service Desk procedures to improve accuracy, speed, and consistency in issue resolution.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Experience in technical support, product operations, service desk, or similar roles involving Tier 2+ diagnostics.
• Strong ability to interpret error codes, stack traces, logs, system interactions, and service level behaviors.
• Proficiency in SQL for querying, validating, and modeling operational or product data.
• Familiarity with observability and monitoring tools such as Splunk, Dynatrace, CloudWatch, or similar platforms.
• Understanding of reliability concepts including SLOs, SLIs, incident severity, and problem management.
• Strong analytical skills with experience identifying trends, recurring defects, and workflow inefficiencies.
• Ability to translate operational symptoms into structured technical problem statements.
• Excellent written communication skills for documenting findings, writing runbooks, and producing insights for technical and non-technical audiences.
• Experience collaborating with engineering or SRE teams during investigations, testing, or release cycles.

Preferred Experience

• Background in business operations, product analytics, or reliability engineering environments.
• Experience validating production fixes and contributing to release readiness assessments.
• Familiarity with data governance practices, metric traceability, and standardized metric definitions.
• Experience with automation, scripting, or tools that streamline recurring tasks or improve observability.
• Exposure to structured root cause analysis frameworks and problem management methodologies.
• Experience driving workflow optimization initiatives within a service desk or technical operations team.
• Ability to forecast trends, identify systemic issues, and recommend durable remediation strategies.

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$62,100—$119,200 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an affirmative action employer for veterans and individuals with disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you **** are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.