Service Desk Support Analyst

<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>Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines.</li> <li>Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components.</li> <li>Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.</li> <li>Act as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions.</li> <li>Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel.</li> <li>Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity.</li> <li>Support pre‑production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases.</li> <li>Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.</li> <li>Collaborate with technical and cross‑functional teams to ensure seamless service transitions and smooth system deployments.</li> <li>Mentor junior team members and independently manage small projects or workstreams.</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 service desk support, system operations, or application support environments.</li> <li>Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.</li> <li>Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting.</li> <li>Hands‑on experience executing system verifications, data validations, and reconciliation processes.</li> <li>Familiarity with ITIL or other service management frameworks.</li> <li>Ability to lead incident triage and root cause analysis activities.</li> <li>Strong communication skills for handling client escalations and cross‑team coordination.</li> <li>Ability to manage small projects or autonomous work efforts while mentoring junior staff.</li> </ul> <p> </p> <p><strong>Preferred Experience</strong></p> <ul> <li>Experience supporting eligibility processing, financial reconciliation systems, or other data‑driven platforms.</li> <li>Background in service transition procedures, deployment readiness, and change impact analysis.</li> <li>Experience developing synthetic monitoring capabilities, including dashboards and custom alerts.</li> <li>Exposure to designing or optimizing business processes and operational workflows.</li> <li>Previous experience in environments involving multi‑system data interfaces or regulated operational processes.</li> <li>Familiarity with scripting or automation supporting verification and monitoring activities.</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/your-future-rewards-benefits" target="_blank"><span class="TextRun Underlined SCXW225111203 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW22511