Operational Analyst (Application Tech Support Practitioner)
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 784,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
As an Operational Analyst (CL11/12), you will be responsible for ensuring the stability and performance of our application ecosystem. This role sits at the intersection of technical execution and service excellence, requiring a professional who can operate IT production services according to strict management protocols and service level agreements (SLAs). You will act as a key technical point of contact, ensuring that outages are managed effectively and that service management procedures are followed with total consistency and conformity to global standards.
Responsibilities
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Issue & Incident Management: Identify, log, monitor, and escalate technical issues and outages. Ensure timely assignment and resolution of incidents to meet or exceed established SLAs.
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Technical Collaboration: Solve complex issues by cooperating closely with solution architects, vendors, and L2 support teams.
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Service Operations: Operate IT production services according to management protocols, ensuring all service management tools and procedures are deployed accurately.
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Ticket Lifecycle: Manage the full lifecycle of ServiceNow tickets, including Incident, Problem, and Change Management.
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Continuous Improvement: Identify and interpret performance trends to propose systemic improvements.
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Stakeholder Communication: Maintain fluent communication in English, leading calls with global stakeholders to provide status updates and resolve critical issues.
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Team Leadership: Ability to lead the team by planning, organizing work, and mentoring junior practitioners.
#LI-LATAM
Requirements
Technical Skills & Experience:
Java Expert: Advanced knowledge and hands-on experience with Java technologies and Java Standard Edition.
Microservices: Solid understanding of Microservices architecture.
Database Management: Proficient in SQL and Oracle Database; knowledge of MySQL is a plus.
Support Tools: Strong experience in resolving tickets via ServiceNow (Incident, Problem, and Change modules).
Experience: Minimum of 6 months of experience in relevant technical support or operational roles (Preferred).
Soft Skills & Qualifications:
Language: Professional fluency in English (written and spoken) is mandatory for stakeholder interaction.
Problem Solving: Advanced proficiency in Issue Management and the ability to drive solutions in high-pressure environments.
Leadership: Proven ability to plan, organize, and lead technical workstreams.
Preferred (Good to Have):
Experience with monitoring tools: Datadog and Grafana.
Familiarity with Unix commands.
Intermediate proficiency in Issue Management protocols.
What we offer:
👩⚕️ Health and Life Insurance
💻 Internet reimbursement
🗓 Accenture days! 3 additional vacation days
🎂 Birthday leave
➕ On site doctor
💯And more benefits
Belen
平等就业机会声明
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.