Service Desk Product & Technical Specialist

Key Responsibilities

• Analyze product workflows, user friction, recurring defects, and support trends to identify operational inefficiencies and opportunities for improvement.
• Query, model, and validate data to support product decisions, release readiness assessments, and performance tracking efforts.
• Define, document, and maintain consistently governed operational and product metrics tied to customer experience, compliance, and system reliability.
• Generate actionable insights that influence prioritization, backlog grooming, and release planning for product and engineering teams.
• Investigate issues using logs, event traces, dashboards, error records, and observability data to understand system behavior and isolate failure patterns.
• Identify trends in incidents, outages, and escalations to support reliability improvements and surface underlying product or platform defects.
• Partner with Site Reliability Engineers (SREs) to analyze SLO and SLI performance, diagnose root causes, and validate fixes through structured testing.
• Enhance incident response processes, improve alert quality, and strengthen observability practices across service desk workflows.
• Categorize incidents by root cause and business impact while recommending preventive actions and durable remediation.
• Document technical findings in clear, reproducible formats; contribute to runbooks, knowledge base content, and troubleshooting guides.
• Serve as a bridge between Service Desk operations and technical/product teams, translating operational symptoms into clear technical problem statements.
• Collaborate with engineering on investigations, knowledge transfers, post incident reviews, and release cycles.
• Recommend improvements to workflows, product functionality, and system behavior based on data driven insights and reliability analysis.
• Support automation initiatives that reduce manual investigation and repetitive tasks.
• Participate in structured root cause analysis and help mature problem management processes.
• Refine Service Desk procedures to improve accuracy, speed, and consistency in issue resolution.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Experience in technical support, product operations, service desk, or similar roles involving Tier 2+ diagnostics.
• Strong ability to interpret error codes, stack traces, logs, system interactions, and service level behaviors.
• Proficiency in SQL for querying, validating, and modeling operational or product data.
• Familiarity with observability and monitoring tools such as Splunk, Dynatrace, CloudWatch, or similar platforms.
• Understanding of reliability concepts including SLOs, SLIs, incident severity, and problem management.
• Strong analytical skills with experience identifying trends, recurring defects, and workflow inefficiencies.
• Ability to translate operational symptoms into structured technical problem statements.
• Excellent written communication skills for documenting findings, writing runbooks, and producing insights for technical and non-technical audiences.
• Experience collaborating with engineering or SRE teams during investigations, testing, or release cycles.

Preferred Experience

• Background in business operations, product analytics, or reliability engineering environments.
• Experience validating production fixes and contributing to release readiness assessments.
• Familiarity with data governance practices, metric traceability, and standardized metric definitions.
• Experience with automation, scripting, or tools that streamline recurring tasks or improve observability.
• Exposure to structured root cause analysis frameworks and problem management methodologies.
• Experience driving workflow optimization initiatives within a service desk or technical operations team.
• Ability to forecast trends, identify systemic issues, and recommend durable remediation strategies.

Pay and benefits

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. 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. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$54,000—$139,400 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included.

This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.