Service Desk Product & Technical Specialist
Accenturefederalservices · Washington, DC
About this role
**Service Desk Product & Technical Specialist** **About the Role** Join Accenture Federal Services to drive positive, lasting change supporting the US federal government. This role bridges Service Desk operations and technical teams, combining product analytics, reliability engineering, and technical diagnostics. **Key Responsibilities** • Analyze product workflows, user friction, and support trends to identify operational inefficiencies • Query and validate data to support product decisions and performance tracking • Define and maintain operational and product metrics tied to customer experience and system reliability • Generate actionable insights for product prioritization and release planning • Investigate issues using logs, traces, dashboards, and observability data • Identify trends in incidents and outages to support reliability improvements • Partner with SREs on SLO/SLI analysis and root cause diagnosis • Enhance incident response processes and alert quality • Document technical findings and contribute to runbooks and knowledge bases • Serve as a bridge between Service Desk operations and technical teams • Support automation initiatives and process improvements **Required Qualifications** • U.S. Citizen with ability to obtain Public Trust clearance • Experience in technical support, product operations, or Tier 2+ diagnostics • Proficiency in SQL for querying and data modeling • Familiarity with observability tools (Splunk, Dynatrace, CloudWatch, etc.) • Understanding of SLOs, SLIs, incident severity, and problem management • Strong analytical and written communication skills • Experience collaborating with engineering or SRE teams **Preferred Experience** • Background in business operations, product analytics, or reliability engineering • Experience with production fix validation and release readiness assessments • Data governance and metric standardization experience • Automation, scripting, or observability tool experience • Structured root cause analysis and problem management methodologies **Compensation** $62,100 – $119,200 USD (for select states and DC) **Equal Opportunity Employer** Accenture Federal Services is committed to creating an inclusive workplace and is an Equal Employment Opportunity employer.
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