Accenture

Federal - Service Delivery Ops Sr. Analyst

Accenture

September 14, 2021


Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.
We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So you can deliver what matters most.
Key Responsibilities:
Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
May perform data entry or other client related tasks in various systems, as required
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
Prepare and analyze complex reports/information and formulate conclusions
Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
Act as subject matter expert for team members, peers and/or clients as assigned
May act as a point of contact for senior client representatives
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
Required to direct work within clear budget guidelines
Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
Assist with providing operational statistics and escalate operational issues to supervisor
Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives
May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
Manage numerous, complex projects requiring high level capabilities with minimal supervision
Basic Qualifications:
  • Experience in a Shared Services Environment


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