Service Desk Support Analyst

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.

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

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 have

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