Service Desk Product & Technical Specialist
Core
Analyze product workflows, validate data, and generate insights to improve service desk operations, system reliability, and incident response for US federal government clients.
Role type
Senior IC Service Desk Product & Technical Specialist
Builds
Operational efficiency, product reliability, and incident response processes for federal defense and security organizations
Domain
US Federal Government / IT Operations & Reliability Engineering
Required skills
SQL, observability tools (Splunk, Dynatrace, CloudWatch), root cause analysis, incident management, SLO/SLI analysis, technical documentation, workflow optimization
Preferred skills
Product analytics, data governance, automation/scripting, release readiness assessment, problem management methodologies
Technologies
Splunk, Dynatrace, CloudWatch, SQL (via careerplan.io/jobs/4719930006-service-desk-product-technical-specialist-at-accenturefederalservices)
Responsibilities
Analyze product workflows and support trends to identify operational inefficiencies; Query and model data to support product decisions and performance tracking; Investigate issues using logs, traces, and observability data to isolate failure patterns; Partner with SREs to analyze SLO/SLI performance and validate fixes; Enhance incident response processes and alert quality; Categorize incidents and recommend preventive actions; Document technical findings in runbooks and knowledge base; Collaborate with engineering on investigations and release cycles; Recommend improvements to workflows and system behavior based on data-driven insights.
Seniority
Senior, hands-on IC
