Service Desk Reporting Specialist

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!

• Own and drive the full operational reporting lifecycle, including defining standards for report intake, prioritizing deliverables, and managing both ad‑hoc and scheduled reporting pipelines.
• Architect, build, and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations using Splunk, Dynatrace, Cloud Watch, and modern business intelligence platforms.
• Write, optimize, and execute complex SQL queries and data analysis scripts to extract, manipulate, and validate system, incident, and transactional data.
• Collaborate with service desk leadership and senior clients to define, refine, and track KPIs and SLAs aligned with organizational goals.
• Analyze performance trends to identify bottlenecks, incident patterns, and processing delays; translate raw data into structured, executive‑ready insights and presentations.
• Establish and maintain procedures for data auditing, cleaning, and validation; automate manual data collection processes to improve workflow efficiency.
• Synthesize diverse datasets into cohesive narratives, trends, forecasts, and performance summaries tailored for both technical and non‑technical audiences.
• Manage the reporting request queue, define scopes, set expectations, and lead reporting initiatives with minimal supervision while demonstrating strong ownership and leadership.

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Strong experience in operational reporting, analytics, or business intelligence roles, preferably within service desk or IT operations environments.
• Proficiency in SQL for complex querying, data extraction, and performance optimization.
• Hands‑on experience with Splunk, Dynatrace, Cloud Watch, and at least one BI platform (PowerBI, Tableau, or similar).
• Advanced skills in Excel and data manipulation, including large‑dataset handling.
• Ability to design dashboards, synthetic monitoring alerts, and performance visualizations.
• Strong analytical skills, with the ability to identify trends, diagnose issues, and produce clear, actionable insights.
• Demonstrated ability to communicate complex findings to both technical and non‑technical stakeholders.
• Experience managing multiple reporting requests simultaneously, with strong prioritization and organizational abilities.

• Experience architecting reporting frameworks, operational reporting standards, or automated data pipelines.
• Proficiency in Python for analytics scripting or data processing automation.
• Background in ITIL, service management environments, or service desk operations.
• Experience forecasting trends, developing predictive dashboards, or creating executive‑level performance narratives.
• Prior exposure to data quality management, data auditing practices, or building repeatable data validation workflows.
• Demonstrated ability to lead small initiatives, mentor colleagues, or influence reporting strategy within a team.

As required by…