Job Description

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About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

Detailed Job Description

Deliver Information Technology Infrastructure Library (ITIL) service operations processes of problem, change, configuration, incident, and release management. Specialize in the delivery of one of the processes or provide management and coordination across multiple processes.

Manage delivery for IT production systems and services

  • Drive incident, issue and outage management, investigation, and restoration

  • Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance

  • Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes

Overall

  • Accountable for the lifecycle of Service Management processes ensuring client satisfaction and management of risk to services including:

  • Change Management

  • Release Management

  • Problem Management

  • Incident Management/Major Incident Management

  • Configuration Management

  • Identify, log, monitor and escalate issues/outages and ensuring timely assignment and resolution of incidents to meet SLA's

  • Proactively preventing the occurrence of incidents, problems and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues

  • Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages

  • Proactive prevention of problems via trend analysis, targeting support action and communication

  • Ability to associate/manage cost to delivery of service, first time right e.g. change request implementations

  • Discover, analysis and document accurate information to support the effective management of events through its relevant process such as Change, Incident and Problem Management

  • Establish and maintain relationships with clients, technical domains, Service Delivery Managers, leadership team and global Service Management representatives

  • Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements

  • Ensure adherence of existing and new processes and process changes for completeness, consistency and conformity to Service Management documentation standards (including naming standards policy guidelines, etc)

  • Point of contact for the Service Management team for the transition of new clients and enhancements to existing services. Responsible for the delivery of the Service Management interfaces aligned to client requirements and organizational dependencies

  • Participate in client and/or Accenture meetings and demonstrations; either client specific or as representatives of Service Management. Demonstrating client knowledge and Service Management skills and expertise (SME)

  • Governance of ITIL disciplines ensuring compliance to industry and internal audit controls are met

  • Up-to-date awareness and compliance to global processes, delivering a common consistent approach to our customers and enabling trending, effective reporting and removal of repeat or poor quality issues. Proactive participate and feedback into global processes as part of a continuous improvement program

  • The creation of and maintenance, deployment and institutionalization of all Service Management processes/procedures/documentation/tools/templates and reports

Support infrastructure operations

  • Operate IT production services according to management protocols and Service Level Agreements (SLAs)

  • Support/lead the infrastructure Service Management lifecycle, ensuring client satisfaction and management of risk to services

  • Provide operational support, ensuring production systems and devices are online and available

  • Manage or support the team organization and delivery of 7x24x365 coverage

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Qualifications

Top 3 Mandatory skills

Top 3 Core skills

1. Mandarin/Chinese Language

2. ITIL Service Operations Management

3. Service Analytics & Reporting

Skills which are good to have / optional

1. Operational Excellence

2. Service Management Framework Design and Implementation

3. Project Management

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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