Service Desk Support Analyst
Accenturefederalservices · Washington, DC
About this role
**Service Desk Support Analyst** **Key Responsibilities** - Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines. - Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components. - Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues. - Serve as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions. - Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel. - Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity. - Support pre-production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases. - Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards. - Collaborate with technical and cross-functional teams to ensure seamless service transitions and smooth system deployments. - Mentor junior team members and independently 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 to diagnose and resolve complex technical issues. - Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting. - 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. **Preferred Experience** - 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. **Pay Transparency (US)** - Base pay range (CA, CO, CT, HI, IL, ME, MD, MA, MN, NJ, NY, OH, VT, VA, WA, and DC): **$65,900–$120,000 USD** **Additional Notes** - Applications accepted on an ongoing basis; no fixed deadline to apply. - Equal Employment Opportunity and accommodation statements apply (per company policy).
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