Job Description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Role Summary  
 
The Digital Support Escalation Specialist will work with the Digital Support Manager driving issue resolution and request fulfillment for a service desk supporting 700+ servers and 1000+ users. This role will be the first point of escalation for tickets generated against a dynamic and varied infrastructure base. The individual will be responsible for troubleshooting, contributing to ongoing documentation and ITIL process efforts, and will assist with regular reporting visible to senior leadership. 
 
Key Responsibilities
  • Act as a point of escalation for service desk teams requiring a higher level of technical experience.
  • Tracking and communicating on service level objectives to assist in meeting delivery metrics.
  • Generate regular reporting to assist leadership in infrastructure and personnel capacity management.
  • Work with the Digital Infrastructure and Operations (DIO) Support Manager to drive knowledge management plan, including validation for new documentation, as well as process plan creation and updates.
  • Regular communication of planned and unplanned maintenance and outages to the user base for both operational infrastructure management efforts and security patching efforts.
  • Support of Change Management process with approval of Standard Changes and assisting in team adoption of Change Management processes.
  • Monitoring Quality Assurance processes to ensure that all devices are compliant with Accenture Security Standards and enrolled in Accenture security workstreams.
  • Work with Support Manager and V&A teams to track pending migrations and ensure accurate forecasting of support needs.
  • Provide day to day oversight of ticketing queues in our internal service desk, and escalation to leadership as required. 
  • Generate cost estimates for user requests that will require infrastructure addition and/or modification.
  • Coordinate planned and unplanned outages with vendors and customers.
  • Act as primary contact for Tier 1 team to answer questions regarding work items or offer technical assistance when appropriate.
  • Monitor dashboards for workload, service level objectives, and communication standards.

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Qualifications

 Basic Qualifications

  • Bachelor's degree in Computer Science, Engineering, Technical Science or 5 years of Technical support experience
  • Experience leading or working as part of a distributed team.
  • Minimum of 3 years of hands-on experience working with Microsoft Excel and Microsoft Word .
  • Minimum of 3 yrs of experience with servers running both Windows and Linux operating systems.
  • Basic knowledge of networking mechanisms and security best practices.
  • Ability to work with minimal direction in a distributed team environment and set own work direction to achieve team goals.
  • Hands- on experience with service delivery applications.
  • Strong deductive reasoning, critical thinking, and problem-solving skills.
  • Experience documenting both emerging and in-place processes.
  • ITIL v3 Foundation certification. 
Preferred Skills
  • Administrative or analyst experience with System Center Service Manager.
  • Experience with basic Powershell scripting.
  • Experience with SQL Reporting Services.
  • Experience developing and generating reports.
  • Knowledge of Microsoft System Center suite.
  • Excellent oral and written communication skills. 
  • Flexibility to respond to key customer needs. 
  • Time management and organization skills. 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll 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.
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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity: 
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.

Locations

DC,DC - Washington,IL - Chicago

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.

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