Service Desk Reporting Specialist
Accenturefederalservices · Washington, DC
About this role
**Service Desk Reporting Specialist** **About Accenture Federal Services** At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer—and life better for people. Join a collaborative, caring community where you can grow through hands-on experience, certifications, and training. **Key Responsibilities** - Own and drive the full operational reporting lifecycle, including report intake standards, prioritizing deliverables, and managing ad-hoc and scheduled reporting pipelines. - Architect, build, and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations using Splunk, Dynatrace, CloudWatch, and modern BI platforms. - Write, optimize, and execute complex SQL queries and data analysis scripts to extract, manipulate, and validate system, incident, and transactional data. - Collaborate with service desk leadership and senior clients to define, refine, and track KPIs and SLAs aligned with organizational goals. - Analyze performance trends to identify bottlenecks, incident patterns, and processing delays; translate data into executive-ready insights and presentations. - Establish and maintain procedures for data auditing, cleaning, and validation; automate manual data collection to improve workflow efficiency. - Synthesize diverse datasets into cohesive narratives, trends, forecasts, and performance summaries for technical and non-technical audiences. - Manage the reporting request queue, define scopes, set expectations, and lead reporting initiatives with minimal supervision. **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 (preferably service desk or IT operations). - Proficiency in SQL for complex querying, data extraction, and performance optimization. - Hands-on experience with Splunk, Dynatrace, CloudWatch, and at least one BI platform (Power BI, Tableau, or similar). - Advanced Excel skills and data manipulation, including large-dataset handling. - Ability to design dashboards, synthetic monitoring alerts, and performance visualizations. - Strong analytical skills to identify trends, diagnose issues, and deliver actionable insights. - Ability to communicate complex findings to technical and non-technical stakeholders. - Experience managing multiple reporting requests simultaneously with strong prioritization and organization. **Preferred Experience** - 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. - Exposure to data quality management, data auditing practices, or repeatable data validation workflows. - Ability to lead small initiatives, mentor colleagues, or influence reporting strategy. **Compensation (Pay Range)** - **$81,000 – $154,700 USD** (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) *Note: Compensation varies based on factors such as location, role, skill set, and experience.*
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