Service Desk Reporting Specialist

The role

The Service Desk Reporting Specialist will own the operational reporting lifecycle and manage reporting pipelines. This person will build enterprise dashboards and analyze performance trends to provide insights for service desk leadership and clients.

What you will do

• Own and drive the full operational reporting lifecycle.
• Architect, build, and maintain enterprise dashboards and performance visualizations.
• Write, optimize, and execute complex SQL queries and data analysis scripts.
• Collaborate with service desk leadership and senior clients to define and track KPIs and SLAs.
• Analyze performance trends to identify bottlenecks and incident patterns.
• Establish and maintain procedures for data auditing, cleaning, and validation.
• Automate manual data collection processes.
• Synthesize diverse datasets into cohesive narratives and performance summaries.
• Manage the reporting request queue and lead reporting initiatives.

Required qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance.
• Strong experience in operational reporting, analytics, or business intelligence roles.
• Proficiency in SQL for complex querying, data extraction, and performance optimization.
• Hands-on experience with Splunk, Dynatrace, CloudWatch, and at least one BI platform (PowerBI, Tableau, or similar).
• Advanced skills in Excel and data manipulation.
• Ability to design dashboards, synthetic monitoring alerts, and performance visualizations.
• Strong analytical skills to identify trends and diagnose issues.
• Ability to communicate complex findings to technical and non-technical stakeholders.
• Experience managing multiple reporting requests simultaneously.

Nice to have

• Experience architecting reporting frameworks, operational reporting standards, or automated data pipelines.
• Proficiency in Python for analytics scripting or data processing automation.
• Background in ITIL, service management environments, or service desk operations.
• Experience forecasting trends, developing predictive dashboards, or creating executive-level performance narratives.
• Prior exposure to data quality management, data auditing practices, or building repeatable data validation workflows.
• Demonstrated ability to lead small initiatives, mentor colleagues, or influence reporting strategy within a team.

Benefits

• Certifications
• Industry training
• Hands-on experience

Before you apply

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance.
• Applicants 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 for consideration.

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.