Accenture Federal Services
Tier 2/Customer Services Support Lead
Accenture Federal Services, Washington, District of Columbia, us, 20022
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 to do the work you love in an inclusive, collaborative, and caring community, where you can be 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!
Organization: Accenture Federal ServicesLocation: RemoteYou are: Tier 2/Customer Services Support LeadLead a Customer Service Support Team for a large and complex federal program:Analyze large data sets to make strategic operational decisionsDevelop and manage ServiceNow development effortsHelp prepare and deliver briefings to client executive leadershipManage and track team performance against key performance indicators and service level agreementsAssist in the creation of standard operating procedures and optimizing sustainment processesLead strategy sessions with client leadership to prioritize future work and goalsDocument, triage, and resolve end user incident tickets.Develop a high-level understanding of multiple applications to train system users when problems arise.Lead triaging sessions with technical resources to identify system defects and resolve incident tickets.Analyze system trends using historical data and be able to articulate system trends to project and business leadership.A self-starter with a passion for customer service & data analysis
Must Have’s:
Experience working in a Mortgage environmentExperience leading a customer care/help desk team settingExperience utilizing trouble ticketing systems
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, New York, Washington, and the District of Columbia . 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.
The pay range for the states of California, Colorado, Hawaii, New York, Washington, and the District of Columbia is:
$76,300—$178,600 USD
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
Equal Employment Opportunity Statement
Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.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.Accenture is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
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.Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
#J-18808-Ljbffr
Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be 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!
Organization: Accenture Federal ServicesLocation: RemoteYou are: Tier 2/Customer Services Support LeadLead a Customer Service Support Team for a large and complex federal program:Analyze large data sets to make strategic operational decisionsDevelop and manage ServiceNow development effortsHelp prepare and deliver briefings to client executive leadershipManage and track team performance against key performance indicators and service level agreementsAssist in the creation of standard operating procedures and optimizing sustainment processesLead strategy sessions with client leadership to prioritize future work and goalsDocument, triage, and resolve end user incident tickets.Develop a high-level understanding of multiple applications to train system users when problems arise.Lead triaging sessions with technical resources to identify system defects and resolve incident tickets.Analyze system trends using historical data and be able to articulate system trends to project and business leadership.A self-starter with a passion for customer service & data analysis
Must Have’s:
Experience working in a Mortgage environmentExperience leading a customer care/help desk team settingExperience utilizing trouble ticketing systems
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, New York, Washington, and the District of Columbia . 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.
The pay range for the states of California, Colorado, Hawaii, New York, Washington, and the District of Columbia is:
$76,300—$178,600 USD
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
Equal Employment Opportunity Statement
Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.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.Accenture is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
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.Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
#J-18808-Ljbffr