Service Desk Support Analyst

Key Responsibilities

• Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines.
• Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components.
• Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.
• Act as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions.
• Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel.
• Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity.
• Support pre-production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases.
• Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.
• Collaborate with technical and cross-functional teams to ensure seamless service transitions and smooth system deployments.
• Mentor junior team members and independently manage small projects or workstreams.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Experience in service desk support, system operations, or application support environments.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting.
• Hands-on experience executing system verifications, data validations, and reconciliation processes.
• Familiarity with ITIL or other service management frameworks.
• Ability to lead incident triage and root cause analysis activities.
• Strong communication skills for handling client escalations and cross-team coordination.
• Ability to manage small projects or autonomous work efforts while mentoring junior staff.

Preferred Experience

• Experience supporting eligibility processing, financial reconciliation systems, or other data-driven platforms.
• Background in service transition procedures, deployment readiness, and change impact analysis.
• Experience developing synthetic monitoring capabilities, including dashboards and custom alerts.
• Exposure to designing or optimizing business processes and operational workflows.
• Previous experience in environments involving multi-system data interfaces or regulated operational processes.
• Familiarity with scripting or automation supporting verification and monitoring activities.

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:

$65,900—$120,000 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.