Job Description

Job Title: Incident & Problem Management Analyst
Job Summary:
We are seeking a skilled and customer-focused Service Analyst to oversee the delivery and performance of IT or business services, ensuring a consistent, high-quality experience for clients and internal stakeholders. The role is responsible for operations and business needs, ensuring service quality, performance, and alignment with business objectives.
Technical Skills
ServiceNow or Other ITSM Tools

• Proficiency in platforms like ServiceNow, BMC Remedy, or Cherwell for managing incidents, changes, and service requests.

Data Analysis & Reporting

• Ability to analyze service performance metrics using tools like Excel, Power BI, or Tableau.
• Experience with SLA, KPI, and trend reporting.

Incident & Problem Management

• Root cause analysis and process improvement experience.

Soft Skills:
Communication

• Clear and professional communication with technical and non-technical stakeholders.

Stakeholder Management

• Ability to manage mailbox and relationships across departments.

Attention to Detail

• Critical when tracking incidents, changes, or reviewing reports.

Collaboration

• Works well with cross-functional teams, including IT, business units, and external vendors.

ITIL Framework Knowledge

• Deep understanding of ITIL v4 or v3 processes (e.g., Incident, Problem, Change, Release, Audits and Service Level Management).

About Accenture 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(TM).Join Accenture to work at the heart of change.
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Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required