Service desk analyst [h1.location_city]

Job Description

We Are :

Navisite, part of Accenture, has evolved to become a trusted digital transformation partner for growing and established global brands. We provide global capabilities, customer-centric solutions, and flexible approaches that are specifically rightsized for the needs of mid-market and small enterprise customers. This team specializes in digital transformation and managed services with deep expertise in cloud, infrastructure and application services dedicated to assisting clients in building a strong digital core. With experience across multiple cloud providers, enterprise applications and digital technologies, Navisite serves clients in the health and industrial, life sciences, technology, consumer goods and retail industries. Given their customer-centric solutions and flexible approaches, this team is adept at scaling our services for clients seeking to modernize and build more agile, resilient, and scalable businesses. The Navisite team of more than 1,400 members globally joined Accenture in January 2024. As part of Accenture, you will be working with an ambitious, collaborative team more empowered than ever to help customers modernize their IT for the AI era.

You Are :

An Enterprise Solution Architect with deep expertise in Service Desk operations and ServiceNow IT Service Management (ITSM) solutions.

You excel at engaging prospective customers during the presales cycle, partnering with sales teams to design, present, and articulate compelling technical solutions that address IT service management, automation, and operational transformation.

You understand the realities of modern Service Desk operations-SLA compliance, incident workflows, automation, shift-left strategies, knowledge management, agent experience, and omnichannel support-and can translate those needs into scalable solutions built on the ServiceNow platform.

You are equally comfortable shaping solution architecture, collaborating with clients, and delivering polished live demonstrations of ITSM and associated ServiceNow modules.

The Work :

Your primary responsibility is to function as a Solution Architect across opportunities of all sizes involving Application Managed Services and Professional Services for Enterprise IT systems-particularly centered on ServiceNow ITSM and Service Desk operation and transformation.

You will design solutions leveraging deep experience in ServiceNow, ITSM workflows, and Service Desk operations. You will co?create solutions with clients, advise on best practices, demonstrate platform capabilities, and shape proposals that enable efficient, automated, ITIL?aligned service delivery.

This role requires :

• Expert proficiency in ServiceNow ITSM architecture, configuration, and demos
• Strong domain expertise in Service Desk operations
• Ability to collaborate with sales, SMEs, and delivery teams
• Comfort designing integration patterns, workflows, scripting solutions, and automation models

Lead Pre?Sales Architecture & Solutioning for ServiceNow ITSM :

Demonstrate ServiceNow ITSM & Service Desk Capabilities :

Architect Service Desk & ITIL?Aligned Solutions :

Represent the Solution to Senior Stakeholders :

Governance, Risk & Delivery Alignment :

Collaborate Across Sales, Delivery & SMEs :

Support Post?Sale Stabilization :

Travel may range from 0% to 100% depending on deal stage, client discussions, and business need

Qualification

Here's what you need :

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Annual Salary Range

California $73,800 to $218,800

Cleveland $68,300 to $175,000

Colorado $73,800 to $189,000

District of Columbia $78,500 to $201,300

Illinois $68,300 to $189,000

Maryland $73,800 to $189,000

Massachusetts $73,800 to $201,300

Minnesota $73,800 to $189,000

New York / New Jersey $68,300 to $218,800

Washington $78,500 to $201,300

Locations