Operations Analyst

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 and status reporting 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. 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, and 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 such as Figma, LucidChart, Mentimeter, Powtoon, Adobe or other collaboration tools Familiarity with project management tools and Microsoft Excel Compensation We provide reasonable ranges of compensation based on labor costs in the following locations: 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 in these locations is $57,200—$109,400 USD. 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. Accenture Federal Services is an Equal Employment Opportunity employer and is also an affirmative action employer for veterans and individuals with disabilities. #J-18808-Ljbffr Accenture