Service Desk Support Analyst

The role

The Service Desk Support Analyst performs system verifications and resolves complex system anomalies. This role involves incident triage, data validation, and generating system reports using SQL, Splunk, CloudWatch, and Excel.

What you will do

• Perform comprehensive system verifications to ensure functional integrity of core platforms.
• Research, diagnose, and resolve complex system anomalies and operational challenges.
• Lead incident triage, root cause analysis, and resolution for escalated service desk issues.
• Act as the primary escalation point for complex client concerns.
• Generate, analyze, and deliver recurring system reports and ad hoc analyses.
• Execute data validation and financial reconciliation activities.
• Support pre-production and production verification scripts and deployment validation.
• Contribute to business process design, workflow optimization, and synthetic monitoring development.
• Collaborate with technical and cross-functional teams for service transitions.
• Mentor junior team members and 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
• Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions
• 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 client escalations and cross-team coordination
• Ability to manage small projects or autonomous work efforts while mentoring junior staff

Nice to have

• 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

Benefits

• Certifications
• Industry training
• Hands-on experience

Before you apply

• Must be a U.S. Citizen
• Ability to obtain a Public Trust clearance
• Must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States
• Candidates currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible

About the company

Accenture Federal Services is a technology company within global Accenture that helps the US federal government. It is recognized as a Glassdoor Top 100 Best Place to Work.