The work:The Tier III Analyst will be responsible for maintaining and implementing the Tier III support structure and ticket resolution processes. You will engage in ticket reviews, minor troubleshooting, and ticket assignments, and be responsible for providing status updates regarding current ticket load and resolution metrics. You will also be responsible for organizing trackers and work for Tier III related documentation, such as Standard Operating Procedures and Knowledge Base Articles. With a constant eye for improvement, you will participate in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience.
Here is what you need:- Minimum of 3+ years of experience in technical support, service desk operations, or IT operations with exposure to escalated (Tier II/Tier III) issue handling.
- Demonstrated experience reviewing, triaging, and/or resolving complex support tickets, including assigning work and providing status updates on ticket load and resolution progress.
- Experience creating and maintaining operational documentation such as Standard Operating Procedures, Knowledge Base Articles, workflows, and/or troubleshooting guides.
- Ability to identify process gaps and participate in process-improvement initiatives aimed at streamlining support workflows and improving customer experience.
- Strong attention to detail with the ability to track metrics, analyze trends, and communicate findings to leadership or stakeholders.
- Ability to obtain and maintain a Secret clearance (Interim acceptable).
Eligibility Requirements: US Citizenship required
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of
California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:
$91,300-$184,900 USD
