Job Description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.
Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.
Join us to drive positive, lasting change that moves missions and the government forward!

In this role, you will take ownership of a variety of IT operational responsibilities, ranging from supporting customers as elevated service desk support to managing software assets to maintaining and updating ServiceNow knowledge articles. You will be expected to execute tasks such as overseeing Active Directory group memberships and ensuring that these processes run smoothly. Your day-to-day work will involve not only following established procedures but also identifying opportunities to create new workflows and enhance existing ones, with a particular focus on integrating AI solutions to drive efficiency. The position requires you to manage time effectively and balance routine operational duties with the initiative to innovate and improve IT service delivery.

Exposure to tools like ServiceNow, Active Directory, HTML (other web development coding), and software asset management platforms will be highly beneficial as you navigate the technical landscape of this position. Familiarity with process documentation, workflow automation, and AI integration will help you excel, as will experience in troubleshooting and resolving IT service issues. Success in this role will be supported by a background in operational analysis, a track record of implementing process improvements, and the ability to translate technical challenges into actionable solutions. Your ability to combine critical thinking with effective execution will be key as you contribute to the ongoing evolution of IT operations.

The Work

• 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

What you need

• 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.

Bonus if you have

• Familiarity with software including Figma, LucidChart, Mentimeter, Powtoon, Adobe or other collaboration tools
• Familiarity with project management tools and Microsoft excel

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is: $57,200—$109,400 USD
What We Believe As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the  Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you  are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements 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.
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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