Operations Analyst at Accenture Federal Services in Arlington, VA

Summary: Accenture Federal Services is dedicated to helping the US federal government enhance national security and public welfare. The Operations Analyst will manage various IT operational activities, support elevated service desk functions, and drive process improvements through AI integration and workflow enhancements. Responsibilities: - Own and manage various IT operational activities, including software management and Active Directory group administration - Create, update, and maintain ServiceNow knowledge articles - Efficiently complete a work queue in ServiceNow - Provide regular updates to lead such as issue escalation, status reporting, etc - 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, connect the dots, and propose effective solutions - Collaborate with team members to ensure seamless IT operations and knowledge sharing Required Qualifications: - ServiceNow: Experience with creating, updating, and maintaining ServiceNow knowledge articles and managing work queues in ServiceNow - Customer Service: Strong skills in providing customer service and resolving issues - Attention to Detail: Capability to execute repeatable IT tasks with accuracy and consistency - Process Improvement and Workflow Development: Skills in identifying opportunities for improvement, developing new workflows, and enhancing existing processes - AI Integration: Familiarity with integrating AI solutions into IT processes to drive efficiency - Troubleshooting: Expertise in troubleshooting and resolving IT service issues - Process Documentation: Knowledge of process documentation and workflow automation - Technical Proficiency: Knowledge of tools such as ServiceNow and Active Directory - Familiarity with HTML or other web development coding - Time Management and Task Prioritization: Ability to manage time effectively and balance routine tasks with innovation-focused initiatives - Critical Thinking, Problem-Solving, & Curiosity: Ability to translate technical challenges into actionable solutions through critical thinking and curiosity - Collaboration and Knowledge Sharing: Strong teamwork and communication skills to ensure seamless IT operations and shared understanding among team members Preferred Qualifications: - Familiarity with software including Figma, LucidChart, Mentimeter, Powtoon, Adobe or other collaboration tools - Familiarity with project management tools and Microsoft excel Required Skills: ServiceNow, Active Directory, HTML, Software Asset Management, Process Documentation, Workflow Automation, AI Integration Benefits: Hands-on experience, certifications, industry training and more, Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here., Reasonable accommodation when needed, Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired