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>Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.</li> <li>Diagnose, troubleshoot, and resolve multi‑layered platform, database, API, and system interface issues that extend beyond Tier 1 capabilities.</li> <li>Conduct advanced root‑cause analysis for persistent or systemic issues, identifying underlying technical drivers and documenting permanent fixes or strategic workarounds.</li> <li>Utilize enterprise monitoring and analysis platforms—including SQL, Splunk, Dynatrace, and CloudWatch—to extract logs, query databases, and evaluate system performance during escalations.</li> <li>Act as a critical liaison between front‑line support and Tier 3 engineering/development teams, converting complex findings into structured, actionable escalations.</li> <li>Manage the Tier 2 escalation pipeline, directing work assignments and ensuring timely, high‑quality resolution of incidents.</li> <li>Translate complex technical solutions into clear knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.</li> <li>Provide clear, real‑time updates to client managers and stakeholders during high‑priority incidents, explaining technical problems in accessible business terms.</li> <li>Coordinate high‑pressure triage efforts, manage client expectations, and maintain control of incident communication flows.</li> <li>Document complex technical findings and resolutions for both technical and non‑technical audiences.</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>Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.</li> <li>Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.</li> <li>Proficiency with SQL, Splunk, Dynatrace, and CloudWatch for log analysis, querying, and performance monitoring.</li> <li>Proven experience performing root‑cause analysis and documenting long‑term resolutions or workarounds.</li> <li>Ability to manage escalations, coordinate triage, and interface effectively with Tier 3 engineering teams.</li> <li>Strong written and verbal communication skills, especially in translating technical issues into clear business‑level explanations.</li> <li>Experience creating SOPs, knowledge articles, or other technical documentation for support teams.</li> <li>Ability to perform effectively under pressure during high‑priority or time‑sensitive incidents.</li> </ul> <p> </p> <p><strong>Preferred Experience</strong></p> <ul> <li>Background supporting complex, multi‑system enterprise platforms or high‑reliability environments.</li> <li>Experience analyzing database mismatches, API failures, system latency, or network‑related issues.</li> <li>Familiarity with ITIL service management practices or similar operational frameworks.</li> <li>Prior involvement in high‑severity incident communications or escalation leadership.</li> <li>Experience bridging support and engineering teams, especially in environments with strict SLAs.</li> <li>Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.</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 S