accenturefederalservices · Washington, DC · Washington, District of Columbia, United States
<div class="content-intro"><div> <div> </div> <div>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. </div> <div> </div> <div>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. </div> <div> </div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div> </div> </div></div><p><strong>Key Responsibilities</strong></p> <ul> <li>Analyze product workflows, user friction, recurring defects, and support trends to identify operational inefficiencies and opportunities for improvement.</li> <li>Query, model, and validate data to support product decisions, release readiness assessments, and performance tracking efforts.</li> <li>Define, document, and maintain consistently governed operational and product metrics tied to customer experience, compliance, and system reliability.</li> <li>Generate actionable insights that influence prioritization, backlog grooming, and release planning for product and engineering teams.</li> <li>Investigate issues using logs, event traces, dashboards, error records, and observability data to understand system behavior and isolate failure patterns.</li> <li>Identify trends in incidents, outages, and escalations to support reliability improvements and surface underlying product or platform defects.</li> <li>Partner with Site Reliability Engineers (SREs) to analyze SLO and SLI performance, diagnose root causes, and validate fixes through structured testing.</li> <li>Enhance incident response processes, improve alert quality, and strengthen observability practices across service desk workflows.</li> <li>Categorize incidents by root cause and business impact while recommending preventive actions and durable remediation.</li> <li>Document technical findings in clear, reproducible formats; contribute to runbooks, knowledge base content, and troubleshooting guides.</li> <li>Serve as a bridge between Service Desk operations and technical/product teams, translating operational symptoms into clear technical problem statements.</li> <li>Collaborate with engineering on investigations, knowledge transfers, post incident reviews, and release cycles.</li> <li>Recommend improvements to workflows, product functionality, and system behavior based on data driven insights and reliability analysis.</li> <li>Support automation initiatives that reduce manual investigation and repetitive tasks.</li> <li>Participate in structured root cause analysis and help mature problem management processes.</li> <li>Refine Service Desk procedures to improve accuracy, speed, and consistency in issue resolution.</li> </ul> <p> </p> <p><strong>Required Qualifications</strong></p> <ul> <li>Must be a U.S. Citizen with ability to obtain a Public Trust clearance</li> <li>Experience in technical support, product operations, service desk, or similar roles involving Tier 2+ diagnostics.</li> <li>Strong ability to interpret error codes, stack traces, logs, system interactions, and service level behaviors.</li> <li>Proficiency in SQL for querying, validating, and modeling operational or product data.</li> <li>Familiarity with observability and monitoring tools such as Splunk, Dynatrace, CloudWatch, or similar platforms.</li> <li>Understanding of reliability concepts including SLOs, SLIs, incident severity, and problem management.</li> <li>Strong analytical skills with experience identifying trends, recurring defects, and workflow inefficiencies.</li> <li>Ability to translate operational symptoms into structured technical problem statements.</li> <li>Excellent written communication skills for documenting findings, writing runbooks, and producing insights for technical and non-technical audiences.</li> <li>Experience collaborating with engineering or SRE teams during investigations, testing, or release cycles.</li> </ul> <p> </p> <p><strong>Preferred Experience</strong></p> <ul> <li>Background in business operations, product analytics, or reliability engineering environments.</li> <li>Experience validating production fixes and contributing to release readiness assessments.</li> <li>Familiarity with data governance practices, metric traceability, and standardized metric definitions.</li> <li>Experience with automation, scripting, or tools that streamline recurring tasks or improve observability.</li> <li>Exposure to structured root cause analysis frameworks and problem management methodologies.</li> <li>Experience driving workflow optimization initiatives within a service desk or technical operations team.</li> <li>Ability to forecast trends, identify systemic issues, and recommend durable remediation strategies.</li> </ul> <p> </p><div class="content-pay-transparency"><div class="pay-input">&l