Service Desk Reporting Specialist

<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>Own and drive the full operational reporting lifecycle, including defining standards for report intake, prioritizing deliverables, and managing both ad‑hoc and scheduled reporting pipelines.</li> <li>Architect, build, and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations using Splunk, Dynatrace, CloudWatch, and modern business intelligence platforms.</li> <li>Write, optimize, and execute complex SQL queries and data analysis scripts to extract, manipulate, and validate system, incident, and transactional data.</li> <li>Collaborate with service desk leadership and senior clients to define, refine, and track KPIs and SLAs aligned with organizational goals.</li> <li>Analyze performance trends to identify bottlenecks, incident patterns, and processing delays; translate raw data into structured, executive-ready insights and presentations.</li> <li>Establish and maintain procedures for data auditing, cleaning, and validation; automate manual data collection processes to improve workflow efficiency.</li> <li>Synthesize diverse datasets into cohesive narratives, trends, forecasts, and performance summaries tailored for both technical and non‑technical audiences.</li> <li>Manage the reporting request queue, define scopes, set expectations, and lead reporting initiatives with minimal supervision while demonstrating strong ownership and leadership.</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>Strong experience in operational reporting, analytics, or business intelligence roles, preferably within service desk or IT operations environments.</li> <li>Proficiency in SQL for complex querying, data extraction, and performance optimization.</li> <li>Hands-on experience with Splunk, Dynatrace, CloudWatch, and at least one BI platform (PowerBI, Tableau, or similar).</li> <li>Advanced skills in Excel and data manipulation, including large‑dataset handling.</li> <li>Ability to design dashboards, synthetic monitoring alerts, and performance visualizations.</li> <li>Strong analytical skills, with the ability to identify trends, diagnose issues, and produce clear, actionable insights.</li> <li>Demonstrated ability to communicate complex findings to both technical and non‑technical stakeholders.</li> <li>Experience managing multiple reporting requests simultaneously, with strong prioritization and organizational abilities.</li> </ul> <p> </p> <p><strong>Preferred Experience</strong></p> <ul> <li>Experience architecting reporting frameworks, operational reporting standards, or automated data pipelines.</li> <li>Proficiency in Python for analytics scripting or data processing automation.</li> <li>Background in ITIL, service management environments, or service desk operations.</li> <li>Experience forecasting trends, developing predictive dashboards, or creating executive‑level performance narratives.</li> <li>Prior exposure to data quality management, data auditing practices, or building repeatable data validation workflows.</li> <li>Demonstrated ability to lead small initiatives, mentor colleagues, or influence reporting strategy within a team.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of <strong>California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia</strong></span></span><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">. 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. </span></span><a class="Hyperlink SCXW225111203 BCX8" href="https://www.accenture.com/us-en/careers