Accenture Federal Services
OperationsAnalyst
“Operations Analyst at Accenture Federal Services. Skills: ServiceNow, Active Directory, process improvement, workflow development, AI integration, customer service, troubleshooting. Own and manage various IT operational activities, including software management and Active Directory group administration. Create, update, and maintain ServiceNow knowledge articles”
What You'll Achieve.
make the nation stronger and safer and life better for people; drive positive, lasting change that moves missions and the government forward!; drive efficiency
Industry & Context.
translate technical challenges into actionable solutions; Analyze operational challenges, connect the dots, and propose effective solutions; critical thinking; problem-solving
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
What They're Looking For.
Must Have
Experience with creating, updating, and maintaining ServiceNow knowledge articles and managing work queues in ServiceNow., Skills in providing customer service and resolving issues., Capability to execute repeatable IT tasks with accuracy and consistency., Skills in identifying opportunities for improvement, developing new workflows, and enhancing existing processes., Familiarity with integrating AI solutions into IT processes to drive efficiency., Expertise in troubleshooting and resolving IT service issues., Knowledge of process documentation and workflow automation., Knowledge of tools such as ServiceNow and Active Directory., Familiarity with HTML or other web development coding., Ability to manage time effectively and balance routine tasks with innovation-focused initiatives., Ability to translate technical challenges into actionable solutions through critical thinking and curiosity., Teamwork and communication skills to ensure seamless IT operations and shared understanding among team members.
Nice to Have
Familiarity with software including Figma, LucidChart, Mentimeter, Powtoon, Adobe or other collaboration tools, Familiarity with project management tools and Microsoft excel
What You'll Do.
Own and manage various IT operational activities
including software management and Active Directory group administration
and maintain ServiceNow knowledge articles
Efficiently complete a work queue in ServiceNow
Provide regular updates to lead such as issue escalation
Provide customer service and issue resolution as escalated support for the service desk
Execute repeatable IT tasks with accuracy and consistency
Identify opportunities for process improvement and develop new or enhanced workflows
Integrate AI solutions into existing and new IT processes
Analyze operational challenges
and propose effective solutions
How You'll Work.
Team & Collaboration
Collaborate with team members to ensure seamless IT operations and knowledge sharing
Communication Scope
Provide regular updates to lead such as issue escalation, status reporting, etc.; teamwork and communication skills to ensure seamless IT operations and shared understanding among team members.
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