Service Desk Product & Technical Specialist

The role

This person will analyze product workflows, user friction, and support trends to identify operational inefficiencies. They will investigate system issues using logs and dashboards and partner with Site Reliability Engineers to improve reliability and incident response.

What you will do

• Analyze product workflows, user friction, recurring defects, and support trends.
• Query, model, and validate data to support product decisions and performance tracking.
• Define, document, and maintain operational and product metrics.
• Generate actionable insights for product and engineering teams.
• Investigate issues using logs, event traces, dashboards, error records, and observability data.
• Identify trends in incidents, outages, and escalations.
• Partner with Site Reliability Engineers to analyze SLO and SLI performance.
• Enhance incident response processes and observability practices.
• Categorize incidents by root cause and business impact.
• Document technical findings in runbooks, knowledge base content, and troubleshooting guides.

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
• 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 and producing insights
• Experience collaborating with engineering or SRE teams during investigations, testing, or release cycles

Nice to have

• 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

Benefits

• hands-on experience
• certifications
• industry training

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. Their 13,000+ people pursue technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.